I am trying to create a report that shows the average time it takes to close tickets. I found this wonderful example here:


However, every time I run it there are no results. I have checked my date ranges very carefully and do not see any problems there. So I turned my attention to the Queue Number.

This is where I run into another problem. I have been unable to locate the recommended article "How to determine your Queue Number".

Any help would be appreciated.



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Okay. Here is the final resolution for my issue.

I discovered that the method used to determine Queue ID which involved reading the URL yielded the wrong result. However, running the SQL query method provided the correct result. So, I finally found the true Queue ID I needed to use.

The next problem was that I ended up with 5 seperate aggregates: 0-1, 1-24, >24, Error, ALL. The error category was actually the result of using TIME_OPEN in the calculation. Since we frequently open and close tickets in a single step (password resets) this resulted in a TIME_TO_SECOND value that was incorrect. Apparently TIME_OPEN is tied to when the status of the ticket is moved to OPEN; not when the ticket was actually entered by the End-user. We learned that substituting the field CREATED completely eliminated the Error aggregate and yielded a more expected result.

So, thanks to the help of people on this forum we finally have a report that we hoped to have.




Answered 05/06/2013 by: mcottle
White Belt

  • 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 is the article I believe.

Answered 05/03/2013 by: Ben M
Ninth Degree Black Belt

  • Thank you very much! This was the article indeed. :)

    I was able to locate my queue number. I was surprised to learn that it was 71. This is a brand new installation with only one Help Desk. How it got such a large number is beyond me. :)

    I now realize though that this was only part of my problem. I have modified the example script to reflect the correct queue number but still get "No results found". I'm not really sure what to look at next.

    Has anyone had experience troubleshooting this report?

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