How to actually measure Full Resolution Time over time?

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  • Graeme Carmichael
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    Andy

    I would say, it really depends on you business but as long as you are clear and consistent you could use either.

    But because full resolution time happens on solving, for me it is more natural to measure against solved date.

    One problem with reporting on creation date is you will report today's figure based on the tickets created today. But not all tickets will be solved yet. So the reported figure for one day will change each day you look at it.

    Tickets can be solved more than once, so reporting by solved tickets also has this problem but less so.

    Tickets can only be closed once, so reporting full resolution time by closed date does not have this issue.

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