Rolling Weekly Report - Tickets not modified in the last 7 days

Yes, your general idea (using an escalation rule and then reporting on a flag/field) is the right direction, but it needs a small adjustment to actually reflect “not modified in the last 7 days.”

## Key limitation

From multiple cases and bug reports, SysAid’s report filters on **Modify time** / “Last X days” are currently problematic for exactly what you describe (changing to “between”, limited dynamic options, etc.). So a **workaround via escalation + custom field/view** is the realistic path.

## Why your current logic is off

Your proposal:

- Custom field: **“Modified in the Last 7 Days”** (Yes/No)
- Escalation when **70 hours have passed since Last Modify Time** and **Modify User != NONE**

Issues:

1. **70 hours ≠ 7 days**
You’d be flagging tickets that haven’t been modified in ~3 days, not 7.

2. **Static threshold**
You want a *rolling* condition (“not modified in the last 7 days from whenever the report runs”), which is better handled by:
- A **view static filter** using date/time math on `update_time` (Modify Time), or
- An escalation that re-evaluates regularly and writes a flag you can report on.

3. **Modify User != NONE**
This only checks who *last* modified the ticket. It doesn’t by itself help distinguish “stale” vs active tickets in the last 7 days; the key is the *time* since last modification.

## Recommended workaround (no extra field needed)

Because of the known reporting limitations, a simple and proven workaround is to:

1. **Create a customized view on the SR list** with a **static filter** for “not modified in last 7 days”.
For example (MySQL-style, adjust timezone/DB type as needed):

```sql
update_time <= DATE_ADD(NOW(), INTERVAL -7 DAY)
```

Or with explicit timezone conversion (similar to existing workarounds):

```sql
update_time <= CONVERT_TZ(NOW() - INTERVAL 7 DAY, 'UTC', 'US/Eastern')
```

Replace the timezone with yours.

2. Use this view as your **working “stale tickets” list**.
From there you can:
- Export to Excel/PDF on Mondays, or
- Use it as the basis for follow-up work.

This avoids relying on the problematic “Last 7 Days” report filter and keeps the logic truly rolling.

## If you *really* want the Yes/No field + escalation

Then the logic should be:

- Custom field: e.g. **“Stale > 7 Days”** (Yes/No)
- Escalation rule runs **daily (or hourly)**.
- Condition: something like
`NOW() - modify_time >= 7 days`
(in the escalation condition builder, using the equivalent date math).
- Action: set **Stale > 7 Days = Yes** when true; set to **No** otherwise.
- Report: scheduled **Incidents** report filtered on `Stale > 7 Days = Yes`.

This will work conceptually as long as the escalation engine lets you use the needed date math in the condition. It’s more moving parts than the static-filter view, but it gives you a simple Yes/No field for reporting.

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If you want, paste a screenshot or the exact DB type/timezone you use, and I can give you the precise static filter expression you should use in your view.