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Hello All,

I am trying to write a query that will take all the tickets from one queue and give the average response time (from created to status changed to open) for each month. I have looked at the example query in the Knowledge base on Response Times and it seemed to a bit over my head so I was coming here for some helpful pointers. Currently I am approaching this by retrieving both created and opened values trying to use difftime and then time_to_sec and then getting an average after adding these together but I can't get it. Any help would be great. Thanks!
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I have gotten this query to now give me the average response time for a given month. My next issue is that our SLA only covers M-F and after between 7am and 5pm. I am looking at using the dayofweek function and some nested if statements but again any help would be wonderful. Thanks!
Answered 03/15/2011 by: amccabe
Senior Yellow Belt

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