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Reporting on average time spent on a custom status for a process

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Sameer Naringrekar

Publication le 03 déc. 2024

Hello Community,

 

I am trying to create a report for my process to get custom status wise time spent in each custom status to analyze tickets which are breaching SLAs. The objective is to identify the custom status which is leading to breach of SLA. I have created a report under the dataset “Support:Updates history ”. I have included "Avg(Field Changes Time(hrs)) under Metric and Ticket custom status category & Ticket custom status name in Columns. I am not seeing data of average time spent in custom ticket status adding up to my average TATs. I am also not seeing time reported under several custom statuses and only seeing Solved time increasing. Any help will be appreciated.

 

Regards,

Sameer

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    Pam Morrissey

    This is a great question and something we are trying to understand now that we are using custom status. 

     

    Can someone from ZD chime in?

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