Getting the average resolution time from a custom attribute

Answered


Posted Nov 17, 2021

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 ")
AND
(([Changes - Previous value]="0") OR
([Changes - Previous value]=NULL))
AND
([Changes - New value]="1")
THEN
[Update - Timestamp]
ENDIF

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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