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Average time in certain status for tickets.
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Publication le 26 oct. 2022
Hello all,
We want to track the average the tickets from a certain period was in on-hold status.
For example, if there are three tickets from that period as follows:
Ticket #1 was new for X min, pending for Y min, on-hold for 5 min, pending for Z min, on-hold for 3 min, solved.
Ticket #2 was new for X min, on-hold for 4 min, open for Y min, solved.
Ticket #3 was never in status on-hold (0 min).
We want to receive the average of 8 (5+3) and 4, and not the average of 5, 3, 4, and 0.
How do we build that in explore? Currently we can track how much on average a ticket stayed on-hold after each time it was submitted with this status, but that is not what we want.
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2 commentaire
Gab Guinto
You can try creating a custom metric that will count unique Update ticket IDs and use that as divisor for the total on-hold time. Example:
This should return the count of tickets (use D_COUNT with this metric) that were put in hold status at least once. Through another standard calculated metric or using result metric calculation, you can divide the SUM of On-hold status time by that custom metric.
Hope this helps. Thanks Daniel!
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Maria Mendez
Hi Daniel.
Have you found how you can do what you were looking for?
Thanks.
Maria
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