Service Desk Reporting: Ticket duration
Hello,
I am running a default service desk report: Closed Tickets last 31 days by Category. Is there anyway to get a column to show the ticket duration as far as how long it took to resolve the ticket from creation to close?
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Posted by:
aragorn.2003
9 years ago
Please take a look at the Report "Closed Ticket Resolutions last 31 days by Owner", there you´ll find a ticket duration within the following code fragment.
CONCAT(IF(TIME_TO_SEC(HD_TICKET.TIME_CLOSED) >= TIME_TO_SEC(HD_TICKET.TIME_OPENED),TO_DAYS(HD_TICKET.TIME_CLOSED) - TO_DAYS(HD_TICKET.TIME_OPENED),TO_DAYS(HD_TICKET.TIME_CLOSED) - TO_DAYS(HD_TICKET.TIME_OPENED) - 1), 'd ',DATE_FORMAT(ADDTIME("2000-01-01 00:00:00",SEC_TO_TIME(TIME_TO_SEC(HD_TICKET.TIME_CLOSED)-TIME_TO_SEC(HD_TICKET.TIME_OPENED))), '%kh %im')) AS TIME_TO_CLOSEYou can also add this calculated column to another report.
