Sometimes all my boss wants is a number. For example, how many computers have 2G of RAM or less? Or in the Help Desk system with the custom ticket rules set up for a counter (http://www.itninja.com/blog/view/creating-true-sla-timers-in-the-kbox-helpdesk-part-ii-considerations-for-the-rules-we-will-create) I would like to get an average number for total time opened or total time stalled. So, I just want a report that spits out a number.

Machines w/ less than 2G Ram = ??

Average time opened for all tickets in the last 7 days = ??

This is probably a simple SQL statement involving some sort of average command that I don't know. Thanks for any help.

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Typically SUM will give you a count, if that's what you're looking for.

http://www.itninja.com/blog/view/k1000-reports-patching-reports-for-completion-by-patch-machine-vendor-using-labels

Although there is an AVG function in SQL, based on the situation sometimes you have to create math-like statements to find the average, like here:

http://www.itninja.com/question/how-could-i-change-this-report-to-report-by-ticket-owner-instead-of-queue

Some other functions you might read up on:

http://dev.mysql.com/doc/refman/5.0/en/group-by-functions.html

Hope that helps!

John

Answered 01/16/2013 by: jverbosk
Red Belt

  • I tried the second link and it works fine for giving me "time to close". The problem is that we have some stalled states that shouldn't be counted against technicians. What I really want is to track the time a ticket is in all opened states for particular users and then get an average of that to be more accurate. That's why i was setting up the sla timer to track time in stalled or open states.
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I found this link and was able to create a sum for firefox versions, so this may help

http://www.paragoncorporation.com/ArticleDetail.aspx?ArticleID=6

 

Answered 01/16/2013 by: SMal.tmcc
Red Belt

  • Thanks! That's a really helpful link.
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