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Average time to close a ticket


Ralf Peters
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Hi,

is there a table that holds  the time taken   from date logged to date resolved ? 

I  would like to create a measure for average time it  has taken to resolve a call , by service , by team , by month ,

or do/can I have to  use a    ( date_resolvedby - date_logged) kinda syntax in the value column of the measure ?

 

Thanks

Ralf

 

 

 

 

 

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Hi Ralf,

Someone else raised a similar query. Could you have a read through on 

It might give you the starting point you are after.

 

Thanks

Pamela

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Hi Ralf,

I am really sorry about that as that was the wrong link. In terms of time recording there was another customer who raised a similar query to yours on this link. It may not be 100% what you are looking for but I think it is something you can consider exploring.

 

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Hi Ralph,

There are also fields like h_fixtime and h_responsetime which I believe will show the total time it took to fix based on the service level targets. I will see if I can take a closer look.  Also to let you know that we are working on some new reporting features that will allow for some standard reports such as this to be available within the main client.

Regards,

James

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  • Victor changed the title to Average time to close a ticket

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