I need to create a monthly report on the average time a ticket was open by owner and by location (a custom field). I can't figure out how to do this in the wizard and my SQL skills are just enought o get me by these days. It seems like there are two problems: 1) I need a timer to count the time opened for me (following the SLA Timer series on here, but it's not functional yet) in order to get the time opened. 2) i also don't know how to pull tickets from a date range. what would it be based on? created date? closed date? How do i get the closed date?

Any help would be appreciated.

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  • I recently needed the same thing but the KB article query wasn't quite right. I've posted an updated query that accounts for weekends and holidays and allows more flexibility in the closure bands. You can find it at http://www.itninja.com/blog/view/k1000-service-desk-a-better-average-time-to-close-report
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This shows some of those methods, may be a good place to start. 

http://www.kace.com/support/resources/kb/article/Helpdesk-Tickets-By-Average-Time-to-Close

Answered 02/05/2013 by: jdornan
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  • Thanks! That at least got me one step closer. Now I just need that SLA timer to work so it can be more accurate.
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