Reporting on % of tickets solved within a set period of time

Hey 4550417520794 

First, you'll need to create a standard calculated metric called “Timestamp day difference” with this formula:

DATE_DIFF([Ticket solved - Timestamp], [Ticket created - Timestamp], "nb_of_days")

Then here's the formula for the standard calculated attribute:

IF VALUE(Timestamp day difference) <= 1 
THEN "1 Day" 
ELIF (VALUE(Timestamp day difference) > 1 AND VALUE(Timestamp day difference) < 6) 
THEN "2 To 5 Days"
ELIF (VALUE(Timestamp day difference) > 5 AND VALUE(Timestamp day difference) < 31)
THEN "6 To 30 Days"
ELIF (VALUE(Timestamp day difference) > 30 AND VALUE(Tiemstamp day difference) < 61)
THEN "31 To 60 Days"
ELIF (VALUE(Timestamp day difference) > 60 AND VALUE(Timestamp day difference) < 91)
THEN "61 To 90 Days"
ELIF (VALUE(Timestamp day difference) > 90 AND VALUE(Timestamp day difference) < 121)
THEN "91 To 120 Days"
ELIF (VALUE(Timestamp day difference) > 120 AND VALUE(Timestamp day difference) < 151)
THEN "121 To 150 Days"
ELIF (VALUE(Timestamp day difference) > 150 AND VALUE(Timestamp day difference) < 181)
THEN "151 To 180 Days"
ELSE "> 180 Days"
ENDIF

Hope this helps!

Brandon

Hi,

I'm trying to do what Brandon Tidd suggested above (on February 20th)  but I'm not sure how to do it. Can I have more descriptive instructions on this step? 

I believe what needs to happen now is that you need to define [Time stamp hour difference] as a Metric in the dataset (opposed to an attribute).  Then you would build the attribute using the custom metric.  

Even better would be if I could get a formula for  these exact brackets:

1 day

2 to 5 days

6 to 30 days

31 to 60 days

61 to 90 days

91 to 120 days

121 to 150 days

151 to 180 days

> 180 days

Thank you,

Hey 1265341344269 - 

No trouble at all!  I believe what needs to happen now is that you need to define [Time stamp hour difference] as a Metric in the dataset (opposed to an attribute).  Then you would build the attribute using the custom metric.  Give that a go and let me know if that solves for this issue.

Cheers,

Brandon

Thank you for your help with this Brandon, and apologies for the back and forth. Unfortunately it did not recognise it, please see below

Hey 1265341344269 -

Try wrapping VALUE() around your attributes 

IF VALUE([Time stamp hour difference]) <= 4

Hi Brandon,

Thank you for your help, unfortunately when I use the time stamp difference it gives me the error "formula_checker_invalid_addition_types" - please let me know if I am doing it wrong, I've pasted screen shots below too.

Thank you, 

Clarice

Hey there Clarice,

Ahh good call!  In this case, I think you'd need to use the difference between the timestamps as your benchmark.  This should produce a result in nb_of_hours.  Let me know if that works for you!

Brandon

Hi Brandon, thank you not sure if I've done something wrong, but I get the error "formula_checker_invalid_addition_types"

In the original "DATE_DIFF([Ticket solved - Date],[Ticket created - Date],"nb_of_days")" I changed it to nb_of_hours but it shows 0, 24, 48, 72 etc. should I change [Ticket solved - Date]? Unfortunately, [Ticket solved - Hour] did not work

Hey 1265341344269

Yes, this should be doable using a combination of the original code and the calculated metrics

Then use this to create your brackets of tickets in a another new custom attribute.

IF [Hours Between Created and Solved]<=4
THEN "4 Hours and Under"
ELIF [Hours Between Created and Solved]<=8
THEN "8 Days and Under"
ELSE "9 Days and Over"
ENDIF

Hope this helps!

Brandon

Hello

Is there a way to do this but measuring hours rather than days? For example

4 hours and under

8 hours and under

9 hours and over

Thank you