Resolution time by priority
Hi
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?
Incidents re-opened
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
Thank you!
-
Hi! I'd be happy to help.
From what you've described, the following would be my recommendations for building these queries in Explore:
Resolution of high/urgent incidents
Explore Dataset: Support: Tickets
Metric: Full Resolution Time in either Hrs or Min. You can then select how you'd like to actually calculate this metric (i.e. do you want the sum of all times or the average?)
Filters:
Ticket Priority > Selected > High, Urgent
Ticket Type > Selected > IncidentYou would then add a Time Filter widget on your Explore dashboard.
Incidents re-opened
Explore Dataset: Support: Tickets
Metric: Reopened Tickets
Filter: Ticket Type > Selected > IncidentIncidents solved within a SLA
Explore Dataset: Support: SLAs
Metric: Achieved SLA Tickets
Filter: Ticket Type > Selected > IncidentHope that helps!
サインインしてコメントを残してください。
1 コメント