How can I set the ticket age including all ticket status?

Answered

5 Comments

  • Marie-Cathrine Sørensen
    Community Moderator

    Hi Irene,

    You can get ticket age for all statuses by creating this calculated metric:

    IF ([Ticket status] = "Solved" OR [Ticket status] = "Closed")
    THEN DATE_DIFF([Ticket solved - Timestamp], [Ticket created - Timestamp], "nb_of_days")
    ELIF ([Ticket status] != "Solved" AND [Ticket status] != "Closed")
    THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days")
    ENDIF

    #helpsome regards,
    Marie-Cathrine Sørensen
    Business Intelligence Analyst @ helphouse.io

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  • Irene Yung

    Hi Marie-Cathrine Sørensen,

    Thanks for the help!

    When the average become lower than the one exclude solved+closed, is it normal?

     

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  • Marie-Cathrine Sørensen
    Community Moderator

    It is normal. The average ticket age will change and go up or down depending on what statuses you have included or excluded in filters and attributes in the query.

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  • Irene Yung

    Hi Marie-Cathrine Sørensen

    Having another question. I'd like to set up "Ticket age brackets" (includes all ticket status) and the brackets options similar with Unsolved Ticket age brackets: 1 day, 2-7 days, 8-30 days, 31-60 days, 61-90 days, >90 days"

    How could I set up?

    Also, the default "Unsolved Ticket age brackets" are 1 day, 1-7 days, 7-30 days, >30 days. Would the days on 1,7,30 be overlapped? Can you explain if is it normal industrial counting?

    Thanks a lot!

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  • Marie-Cathrine Sørensen
    Community Moderator

    Hi Irene,

    I don't have an answer right now as to how to set up the brackets, but if you want, I can investigate this and come back with an answer to whether it possible or not, and if it is, how to set it up?

    And regarding the already existing brackets, 1, 7 and 30 are only counted once: 1 is included in the 1 day bracket, 7 in the 1-7 days and 30 in the 7-30 days.

    #helpsome regards,
    Marie-Cathrine Sørensen
    Business Intelligence Analyst @ helphouse.io

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