I've been through alot of wonderful reports on Itninja, but can't find exactly what i'm looking for.

Basically I need a report that will give some SLA metrics to our CIO for average time a ticket it closed, but all the reports i've come across include the time the ticket was on hold or stalled.

We want a manager taking a week to approve a software purchased to NOT reflect in the ticket time, as it only took 5 minutes to actually install the software.

I would like to have it broke down into the helpdesk a whole and per ticket owner.  Say for the last 30 days or weekly.

Any help with this would be greatly appreciated.


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  • I am also looking for a report like this! Any help would be very appreciated!
  • I was able to get my total time only in open status with this script. But only against this one ticket.

    select ID, HD_TICKET_ID, TIMESTAMP,
    (case when DESCRIPTION LIKE '%opened" to "hold%' then 'hold'
    else 'active'
    end) as state,
    (select tc2.timestamp
    from HD_TICKET_CHANGE tc2
    where tc2.timestamp > tc.timestamp
    order by tc2.timestamp
    limit 1
    ) as next_timestamp
    from HD_TICKET_CHANGE tc
    where HD_TICKET_ID = 7715
    order by TIMESTAMP;

    select sum((case when state = 'active' then -1 else 1 end) *
    timestampdiff(second, next_timestamp, timestamp)
    ) as TimeInSeconds
    from (select ID, HD_TICKET_ID, TIMESTAMP,
    (case when DESCRIPTION LIKE '%opened" to "hold%' then 'hold'
    else 'active'
    end) as state,
    (select tc2.timestamp
    from HD_TICKET_CHANGE tc2
    where tc2.timestamp > tc.timestamp and tc2.HD_TICKET_ID = tc.HD_TICKET_ID
    order by tc2.timestamp
    limit 1
    ) as next_timestamp
    from HD_TICKET_CHANGE tc
    where HD_TICKET_ID = 7715
    ) t;





    Any idea how run this against all tickets from the past 30 days and sort by user with a total number of tickets and total time per user?
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