Average Resolve Time by Service/Category

[dwalby]

Hi all,

I'm looking for a way to report on the average time to resolve incidents/service requests grouped by either category or service. What's the best way to achieve this?

Thanks

[Steven Boardman]

@dwalby you can achieve this using the advanced analytics.

1. Create a measure using the average aggregate - an example config below, you can ignore the clause or add in your requirements.

The important piece to include here is in the Saved data columns - include the attributes you want to group by - i.e service, category etc as well as h_fixtime as you will need this in the widget which will display the averages later. 

2. Sample your data

3. Create a widget based on the measure - data chart > Measure Group By

* Use the original date format, or convert it

* Specify a sample period to use

* Limit the results to x services or categories etc

* Choose the measure/s to use

* Choose from the saved data columns, what you want to group on

 

Hope that helps

Steve

[dwalby]

Thanks @Steven Boardman - strangely I'm getting this error though...

The measure is showing results though...

[Steven Boardman]

@dwalby if you can add h_fixby to the measure saved data columns (and re-sample), you should not see that error when creating the widget (i went through the same process)

[dwalby]

Thanks, working now