Why is my Open Status Time Column Empty?

3 Kommentare

  • Graeme Carmichael
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    Simmi

    The metrics that track status changes are not live counters. They only update when an event happens.

    For example, when a ticket moves from New to Open, a metric will track the length of time the ticket was in status New. But there is no live information on the time spent in Open status. If the ticket moves from Open to solved, the length of time in Open status can now be recorded.

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  • Simmi
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    Graeme Carmichael is there a report I can create where I would be able to capture the overall time a ticket has been left open until resolution? Or could you direct me to how I can track a ticket from Open to solved, the length of time in Open status can be recorded (as you mentioned). 

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  • Graeme Carmichael
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    Simmi

    The report that you are using should be fine. But the metrics will not show the full picture until the ticket is reaches closed status.

    Once the ticket is solved, you should be able to rely on the metrics you are using.

    If you are looking for a report to highlight problem tickets, you may be better looking at service level agreements reports such as this,

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