Very new to Explorer and I'm trying to get some specific stats on the dashboard. I'm not sure if I should have a separate ticket for each or place them into one post, but I'm struggling with these:
Resolution of high/urgent incidents
Full resolution time of incident tickets by (High or Urgent priority). A value that excludes Low or Normal priority tickets, just looks at incident type tickets and filterable on the dashboard by a date span.
The question I'm trying to thus answer is how long does it take for a given time span to resolve high and urgent incidents?
I'm also looking to calculate a figure for the number of incidents (not all tickets) that were reopened after being marked as solved/closed
Incidents solved within a SLA
Definitely don't know where to start on this one but it would be the number of incidents solved that didn't break a SLA