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JBasey

Average duration of an incident

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Hi,

I have been asked to see if i can come up with a way to determine the average duration of incidents resolved over a given time period (the last 6 months) in minutes during working hours.

Our Incident SLA timer for all priorities is fix within 9 hours 15 mins (8am to 5:15 pm) monday to friday.  

Our working time calendar is also set up for 8am to 5:15pm.

Is there any easy way to do this in reporting?

i need to be able to say "the average time to fix an incident during the period was ???? minutes"

Any ideas?

Thanks

 

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