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KACE Product Support Question


Kace Average ticket time

07/20/2017 671 views
Hello I need to create an SQL report that shows the average time spent on tickets per quarter. 
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Comments

  • Can you define "spent on tickets" for your environment? Do you want the difference between when the ticket was created and when it was closed (the last time)? Do you track work hours in the service desk and you want the average of work performed?
  • As the my man Chuck says, you need to define what value you require and also make sure that it is recorded within each ticket before you can then consider writing a report that will calculate the average. If it is just the difference between Opened and Closed you could create a ticket rule to store the elapsed time in a custom field.
  • Or you could use one of the new ServiceDesk widgets 7.2, if the default ones are targeting the correct queue

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