EasyVista - High Churn Tickets (Rapid Status Changes)
EV Hunt High Churn Tickets
Query
EasyVista_Tickets_CL
| where TimeGenerated > ago(7d)
| where REQUEST_TYPE has_any ("Incident", "I")
| summarize
UpdateCount = count(),
StatusChanges = dcount(STATUS_EN),
Statuses = make_set(STATUS_EN),
TimeSpanMinutes = datetime_diff('minute', max(LAST_UPDATE), min(SUBMIT_DATE_UT))
by RFC_NUMBER, ['TITLE']
| where UpdateCount > 5 and TimeSpanMinutes < 60
| extend ChurnRate = round(toreal(UpdateCount) / iif(TimeSpanMinutes > 0, toreal(TimeSpanMinutes), 1.0), 2)
| sort by ChurnRate descExplanation
This KQL query is designed to identify tickets in the EasyVista IT Service Management system that have undergone unusually rapid status changes, which could suggest issues like automated loops, synchronization problems, or potential manipulation. Here's a simple breakdown of what the query does:
-
Data Source: It pulls data from the
EasyVista_Tickets_CLtable, specifically looking at the past 7 days. -
Filter Criteria: It focuses on tickets with a request type of "Incident" or "I".
-
Aggregation: For each ticket, it calculates:
- The total number of updates (
UpdateCount). - The number of distinct status changes (
StatusChanges). - A set of all statuses the ticket has been through (
Statuses). - The total time span in minutes from when the ticket was submitted to the last update (
TimeSpanMinutes).
- The total number of updates (
-
Suspicious Activity Identification: It filters for tickets that have more than 5 updates and where all these updates occurred within less than 60 minutes.
-
Churn Rate Calculation: It calculates a
ChurnRate, which is the rate of updates per minute, and rounds it to two decimal places. -
Sorting: Finally, it sorts the results by the
ChurnRatein descending order, highlighting tickets with the highest rate of rapid changes.
This query helps identify tickets that might be experiencing abnormal activity, which could be worth investigating further for potential issues or anomalies.
Details
David Alonso
Released: April 16, 2026
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