I have a requirement where I need to create a report that will show me the average time to resolve 90% of incident tickets after a checkbox has been checked.
The event timeline would read = ticket is created > ticket is marked as incident > checkbox is checked > ticket is resolved.
I have already created an attribute that is able to calculate the resolution time between the checkbox being checked and the ticket being resolved. However, I am unsure how to progress to get an average resolution time from this attribute.
Any help would be greatly appreciated!
Attribute code to get the checkbox timestamp
IF ([Changes - Field name]="Root Cause Analysis ")
(([Changes - Previous value]="0") OR
([Changes - Previous value]=NULL))
([Changes - New value]="1")
[Update - Timestamp]
Attribute code to get the resolution time in days
ROUND(DATE_DIFF([Ticket solved - Timestamp],[Root Cause Analysis Time],"nb_of_days"))
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