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Scripting Question


Average time to resolve

02/23/2017 889 views
My company has a helpdesk queue with a few statuses 

New = open
Waiting on helpdesk = open
Waiting on user = stalled
Resolved = stalled
Closed = closed

I have a custom rule that keeps ticket resolved for 3 days and then auto closes them 

What I am looking for is a report that I can run that will give me average time from when a ticket was in the "new" status to when it was put into "resolved" status
this way I can measure how long it took to resolve an issue. what would be even better is to get an average total at the end of the report

any help?
3 Comments   [ + ] Show comments

Comments

  • This should be possible by looking at the HD_TICKET_CHANGE_FIELD table and finding the difference between when the ticket was created and when it was placed in the Resolved status. You are asking for an average which requires some sort of grouping. Average per day, average per week, average for ticket owner?
  • thanks this helps...and im looking for average per month
  • So you want the report to have a row for every month you've used the help desk? Or you're looking for a one-line report with simply the avg of hours of work for tickets in the last x days?

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