Hi,

I am trying to configure metric to track SL for tickets solved in first 12 hours.

With "Tickets" dataset it works correctly by comparing the value of Full Resolution Time with time period.

The problem here is that I need to exclude 2 events which are counted in Full Resolution Time:

1. Ticket can be placed into pending state and without customer's reply can be automatically solved: New > Open > Pending > Solved. For such tickets I need to calculate Full Resolution Time not between New and Solved, but between New and Pending. I know that I can exclude "Time in pending", but this will not work for tickets like New > Open > Pending > Open > Pending > Solved

I tried to calculate time between pending and solved states using Ticket Updates dataset like:

IF ([Changes - Field name] = "status" 
AND [Changes - Previous value] ="pending" 
AND [Changes - New value] ="solved"
)
THEN VALUE(Field changes time (min))
ENDIF

but it does not work correctly for tickets with several "pending" states during it.

2. Ticket can be reopened by the customer just saying "Thank you". Such tickets are closed without public reply and I want to calculate Full resolution time for such tickets as duration between ticket creation and last agent's reply. I tried to build a metric using MAX([Update ID]) value and filtering it by updater role, but I need it to work for a set of tickets, not per ticket.

Did someone tried to configure similar metrics or maybe you have advise how this metric can be created?