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Calculating time between status updates

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Britta Felzmann

Posted Jan 05, 2021

I am trying to calculate the time between status updates.

For example: How long to tickets usually take to go from ticket status "Open" to "Pending"?

I am having difficulties here because there is no time stamp for when a ticket receives the status open, there is only information about how long a ticket stays in a status. 

I have tried it with the datasets "Tickets" as well as "Ticket updates" but both of them don't seem to contain the right metrics. I have also tried to calculate the right numbers but that doesn't work because of the missing time stamps. 

Is there some other way to retrieve those metrics? 

Thanks in advance for the help!

 

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    Chandra Robrock

    Most Helpful - 2021Community Moderator

    Hi @...! If you're looking for the average time it takes for a ticket to move from the Open to Pending status, I'd recommend using the Ticket Updates dataset.

    For Metrics, you can select AVG(Open status (min)) and then filter based on the Update Ticket Status is Pending. That should allow you to see how long it takes for a ticket to move from the Open to the Pending ticket status on average.

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    Britta Felzmann

    Hi @..., thank you so much for the help. It works great!

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