First day resolution service level

3 Comments

  • Rob Stack
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    Hi Vitaly Zhidkov I think I can help you at least get started with this.

    For the first formula, I tried using:

    IF (VALUE(Full resolution time (hrs))<12) THEN [Ticket ID] ENDIF

    so Explore checks each ticket to see if the full resolution time is under 12 hours. Then, when you add this metric to the Metrics panel, choose the MED aggregator. Hope that helps!

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  • Vitaly Zhidkov
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    Hi Rob, thank you. Unfortunately this did not work, formula returns ticket ID.

    But seems like I've found a solution.

    IF (VALUE(Full resolution time (hrs)) <12) THEN 1 ELSE 0 ENDIF

    and use a SUM aggregator.

    But now another issue - I cannot filter tickets with tag "closed_by_merge". If I do so - it ignores time filter.

    Do you have any ideas?

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  • Rob Stack
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    Hi Vitaly Zhidkov it sounds like what you are doing should work, but we'll need more information to properly troubleshoot this. I've opened a ticket on your behalf and someone should be in touch soon.

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