/build/static/layout/Breadcrumb_cap_w.png

Best Practices Question


Service Desk Reporting: Ticket duration

03/09/2015 1047 views
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? 
0 Comments   [ + ] Show comments

Comments


All Answers

0
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_CLOSE

You can also add this calculated column to another report.
Answered 03/09/2015 by: aragorn.2003
Red Belt

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ