Explore recipe: Reporting on the duration of fields

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11 Comments

  • Jason Brown
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    Hello,

    We are currently looking for a way to combine these two metrics, so that we can understand how long a ticket is in the Open status for each ticket group. We have run into an issue in that we can only slide this by updated group, meaning if a ticket is opened in tier 1, and moves to tier 2, then the entire open time is reported for tier 2.

    Is there any way to slice the open time by previous group/current group instead of updated group?

    Thanks,
    Jason

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  • Eugene Orman
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    @Jason, 

    You can use the Ticket group attribute to return the current ticket group or Update ticket group to return the group of the ticket set at each update. Here is an example:

    0
  • Wesley Bowles
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    How would we go about doing this for a custom drop down field?

    For example we have a field called "Custom field" with Value1, Value 2, Value 3, Value 4

    Im trying to figure out the calculated metric for the time spent in each of those values. 

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  • Devan - Community Manager
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    Hell Wesley Bowles,

    This article goes into detail on how to set up your reporting with custom drop fields that I've linked below. If you have any trouble setting this up, please let us know, and we'd be happy to troubleshoot it.

    Reporting with custom fields

    Best regards. 

    0
  • Bryan Telfer
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    Is there a way to exclude any time outside of business hours?

    1
  • Brett - Community Manager
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    Hey Bryan,

    You should be able to filter your queries by business hours using the following recipe: Explore recipe: Filtering queries by business hours

    I hope this helps!

    0
  • Eugene Orman
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    Bryan Telfer, the recipe that Brett provided allows filtering a report based on the ticket creation time or any other time attribute, but it will not help you to exclude the time ticket spent outside of the business hours in the specific field value.

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  • Bryan Telfer
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    Eugene Orman Is there a formula that could allow me to exclude the time that the ticket spent outside of working hours? Tickets that sit in an open, pending, etc. status over the weekend are greatly offsetting my query.

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  • Eugene Orman
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    Bryan Telfer Unfortunately, there is no formula that would allow you to create such clever logic. 

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  • MIYAHARA KEIKO(宮原 恵子)
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    Is it a correct formula to measure the time between ticket creation & ticket update to a certain value (Yes)?

    I want to make a custom SLA-related metric for each of the restoration steps (finer steps than the available SLA metrics)

    IF ([Changes - Field name]="certain field name in multi-select" )
    AND ([Changes - Previous value] = NULL)
    AND ([Changes - New value] = "Yes")
    THEN VALUE(Field changes time (min))
    ENDIF

    Thanks!

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  • Brett - Community Manager
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    Hey Miyahara,

    If you're trying to measure the duration between ticket field changes then the above formula should work for you. Are you running into any issues with the metric you provided?

    Let me know!

    0

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