Looking for a report average ticket time to close but with out stall times included
I've been through alot of wonderful reports on Itninja, but can't find exactly what i'm looking for.
Basically I need a report that will give some SLA metrics to our CIO for average time a ticket it closed, but all the reports i've come across include the time the ticket was on hold or stalled.
We want a manager taking a week to approve a software purchased to NOT reflect in the ticket time, as it only took 5 minutes to actually install the software.
I would like to have it broke down into the helpdesk a whole and per ticket owner. Say for the last 30 days or weekly.
Any help with this would be greatly appreciated.
Basically I need a report that will give some SLA metrics to our CIO for average time a ticket it closed, but all the reports i've come across include the time the ticket was on hold or stalled.
We want a manager taking a week to approve a software purchased to NOT reflect in the ticket time, as it only took 5 minutes to actually install the software.
I would like to have it broke down into the helpdesk a whole and per ticket owner. Say for the last 30 days or weekly.
Any help with this would be greatly appreciated.
2 Comments
[ + ] Show comments
Answers (0)
Please log in to answer
Be the first to answer this question
select ID, HD_TICKET_ID, TIMESTAMP,
(case when DESCRIPTION LIKE '%opened" to "hold%' then 'hold'
else 'active'
end) as state,
(select tc2.timestamp
from HD_TICKET_CHANGE tc2
where tc2.timestamp > tc.timestamp
order by tc2.timestamp
limit 1
) as next_timestamp
from HD_TICKET_CHANGE tc
where HD_TICKET_ID = 7715
order by TIMESTAMP;
select sum((case when state = 'active' then -1 else 1 end) *
timestampdiff(second, next_timestamp, timestamp)
) as TimeInSeconds
from (select ID, HD_TICKET_ID, TIMESTAMP,
(case when DESCRIPTION LIKE '%opened" to "hold%' then 'hold'
else 'active'
end) as state,
(select tc2.timestamp
from HD_TICKET_CHANGE tc2
where tc2.timestamp > tc.timestamp and tc2.HD_TICKET_ID = tc.HD_TICKET_ID
order by tc2.timestamp
limit 1
) as next_timestamp
from HD_TICKET_CHANGE tc
where HD_TICKET_ID = 7715
) t;
Any idea how run this against all tickets from the past 30 days and sort by user with a total number of tickets and total time per user? - jharrell 10 years ago