Explore recipe: Reporting on full resolution time

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  • Alon Eidelman


    We are really struggling with building the metric as described.
    Our goal is to create a report that presents the number of days a ticket is open and under our company's responsibility (calculate the resolution time without the pending in days).

    Example: New Ticket (1 Business Day), Open (5 Business Days), Pending (10 Business Days), and Open again (1 Business Days) and Solved. I'm expecting to see 7 days in total.

    Currently, the results are unreliable.

    Please advice. 
    Thank you

  • Graeme Carmichael
    Community Moderator


    Sounds like you are describing the built in metric, requester wait time.


  • Alon Eidelman

    @... This is actually what we did but the results are not reliable. 
    It should count (according to my understanding) the time we handled the ticket without the pending hours/ days. But when we manually checking the results, the numbers are wrong.
    I could not explain the reason why and it doesn't make sense that we are the only one that noticed it.

  • Graeme Carmichael
    Community Moderator


    You may need to raise a support ticket to look into a specific ticket.

    However, metrics such as Requester Wait Time are not updated real time with every data export to Explore. 

    The native duration metrics are not live counters, instead, they measure time duration between specific events. Support computes the time difference between two event timestamps and adds the results with the following behaviors:

    • The new metric value is recorded on the ticket only after the specific events take place.
    • The metric’s value will appear as null until two required events occur at least once. 

    So if your ticket is Solved or Closed, you can look back and see the metric values and they should reflect the journey of your ticket.

    But a ticket sitting at open will not show as counting towards the Requester Wait Time until the ticket status changes. When the status is updated to Pending or Solved, then the metric is updated. I suspect that is the issue you are seeing.

    Does that sound it fits with your data?


  • Graeme Carmichael
    Community Moderator

    Matt gives some guidance on a workaround in his comment here.

  • Jorge Moreno


    We are looking into creating a report that would show the attributes grouped in custom brackets:

    Tickets resolved within 3 days
    Tickets resolved within 3 to 5 days

    and so on, is there a way to define this? When I try a custom grouped metric I am given a defined set of brackets (1 to 5 hours, 1 to 7 days), but I don't see the option to create custom ones.

  • Michael B
    Hi Jorge,
    It sounds like you want to set custom Full Resolution Time brackets. To do that, you can duplicate the standard Full resolution time brackets attribute and update the brackets to your desired timeframes. The standard formula is:
    IF (VALUE(Full resolution time (min)) <= 60*5)
    THEN "0-5 hrs"
    ELIF (VALUE(Full resolution time (min))>60*5 AND VALUE(Full resolution time (min)) <= 60*24)
    THEN "5-24 hrs"
    ELIF (VALUE(Full resolution time (min))>60*24 AND VALUE(Full resolution time (min)) <= 60*24*7)
    THEN "1-7 days"
    ELIF (VALUE(Full resolution time (min))>60*24*7 AND VALUE(Full resolution time (min)) <= 60*24*30)
    THEN "7-30 days"
    ELIF (VALUE(Full resolution time (min)) > 60*24*30)
    THEN ">30 days"
    ELSE " Unsolved"
    If you duplicate this attribute, you can update the formula to be something like this (or however you want the brackets defined):
    IF (VALUE(Full resolution time (min)) <= 60*24*3)
    THEN "3 days"
    ELIF (VALUE(Full resolution time (min))>60*24*3 AND VALUE(Full resolution time (min)) <= 60*24*5)
    THEN "3-5 days"
    ELIF (VALUE(Full resolution time (min)) > 60*24*5)
    THEN ">5 days"
    ELSE "Unsolved"

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