Average Ticket Resolution Time (SQL Query)
Moritz_Frei
Customer IT Monkey ✭
Hello,
has anyone a query that gets the average resolution time of all incidents? I already got one but i need to exclude the non business hours and weekends.
SELECT
AVG(Cast(DateDiff(minute, [Created], [ResolvedDate]) as bigint)) as AverageDuration
FROM [ServiceManagement].[dbo].[WorkItem]
WHERE ResolvedDate not like 'NULL'
Thank you!
Best Answer
-
Moritz_Frei
Customer IT Monkey ✭
We now use this function:
-- =============================================
-- Author: Baran Kaynak (modified by Frei 2021-10-11)
-- Create date: 14.03.2011
-- Description: Working Time 7-17
-- =============================================
FUNCTION [dbo].[WorkTime]
(
@StartDate DATETIME,
@FinishDate DATETIME
)
RETURNS BIGINT
AS
BEGIN
DECLARE @Temp BIGINT
SET @Temp=0
DECLARE @FirstDay DATE
SET @FirstDay = CONVERT(DATE, @StartDate, 112)
DECLARE @LastDay DATE
SET @LastDay = CONVERT(DATE, @FinishDate, 112)
DECLARE @StartTime TIME
SET @StartTime = CONVERT(TIME, @StartDate)
DECLARE @FinishTime TIME
SET @FinishTime = CONVERT(TIME, @FinishDate)
DECLARE @WorkStart TIME
SET @WorkStart = '07:00'
DECLARE @WorkFinish TIME
SET @WorkFinish = '17:00'
DECLARE @DailyWorkTime BIGINT
SET @DailyWorkTime = DATEDIFF(MINUTE, @WorkStart, @WorkFinish)
IF (@StartTime<@WorkStart)
BEGIN
SET @StartTime = @WorkStart
END
IF (@FinishTime>@WorkFinish)
BEGIN
SET @FinishTime=@WorkFinish
END
IF (@FinishTime<@WorkStart)
BEGIN
SET @FinishTime=@WorkStart
END
IF (@StartTime>@WorkFinish)
BEGIN
SET @StartTime = @WorkFinish
END
DECLARE @CurrentDate DATE
SET @CurrentDate = @FirstDay
DECLARE @LastDate DATE
SET @LastDate = @LastDay
WHILE(@CurrentDate<=@LastDate)
BEGIN
IF (DATEPART(dw, @CurrentDate)!=1 AND DATEPART(dw, @CurrentDate)!=7)
BEGIN
IF (@CurrentDate!=@FirstDay) AND (@CurrentDate!=@LastDay)
BEGIN
SET @Temp = @Temp + @DailyWorkTime
END
--IF it starts at startdate and it finishes not this date find diff between work finish and start as minutes
ELSE IF (@CurrentDate=@FirstDay) AND (@CurrentDate!=@LastDay)
BEGIN
SET @Temp = @Temp + DATEDIFF(MINUTE, @StartTime, @WorkFinish)
END
ELSE IF (@CurrentDate!=@FirstDay) AND (@CurrentDate=@LastDay)
BEGIN
SET @Temp = @Temp + DATEDIFF(MINUTE, @WorkStart, @FinishTime)
END
--IF it starts and finishes in the same date
ELSE IF (@CurrentDate=@FirstDay) AND (@CurrentDate=@LastDay)
BEGIN
SET @Temp = DATEDIFF(MINUTE, @StartTime, @FinishTime)
END
END
SET @CurrentDate = DATEADD(day, 1, @CurrentDate)
END
-- Return the result of the function
IF @Temp<0
BEGIN
SET @Temp=0
END
RETURN @Temp
END
0
Answers
We now use this function:
-- =============================================
-- Author: Baran Kaynak (modified by Frei 2021-10-11)
-- Create date: 14.03.2011
-- Description: Working Time 7-17
-- =============================================
FUNCTION [dbo].[WorkTime]
(
@StartDate DATETIME,
@FinishDate DATETIME
)
RETURNS BIGINT
AS
BEGIN
DECLARE @Temp BIGINT
SET @Temp=0
DECLARE @FirstDay DATE
SET @FirstDay = CONVERT(DATE, @StartDate, 112)
DECLARE @LastDay DATE
SET @LastDay = CONVERT(DATE, @FinishDate, 112)
DECLARE @StartTime TIME
SET @StartTime = CONVERT(TIME, @StartDate)
DECLARE @FinishTime TIME
SET @FinishTime = CONVERT(TIME, @FinishDate)
DECLARE @WorkStart TIME
SET @WorkStart = '07:00'
DECLARE @WorkFinish TIME
SET @WorkFinish = '17:00'
DECLARE @DailyWorkTime BIGINT
SET @DailyWorkTime = DATEDIFF(MINUTE, @WorkStart, @WorkFinish)
IF (@StartTime<@WorkStart)
BEGIN
SET @StartTime = @WorkStart
END
IF (@FinishTime>@WorkFinish)
BEGIN
SET @FinishTime=@WorkFinish
END
IF (@FinishTime<@WorkStart)
BEGIN
SET @FinishTime=@WorkStart
END
IF (@StartTime>@WorkFinish)
BEGIN
SET @StartTime = @WorkFinish
END
DECLARE @CurrentDate DATE
SET @CurrentDate = @FirstDay
DECLARE @LastDate DATE
SET @LastDate = @LastDay
WHILE(@CurrentDate<=@LastDate)
BEGIN
IF (DATEPART(dw, @CurrentDate)!=1 AND DATEPART(dw, @CurrentDate)!=7)
BEGIN
IF (@CurrentDate!=@FirstDay) AND (@CurrentDate!=@LastDay)
BEGIN
SET @Temp = @Temp + @DailyWorkTime
END
--IF it starts at startdate and it finishes not this date find diff between work finish and start as minutes
ELSE IF (@CurrentDate=@FirstDay) AND (@CurrentDate!=@LastDay)
BEGIN
SET @Temp = @Temp + DATEDIFF(MINUTE, @StartTime, @WorkFinish)
END
ELSE IF (@CurrentDate!=@FirstDay) AND (@CurrentDate=@LastDay)
BEGIN
SET @Temp = @Temp + DATEDIFF(MINUTE, @WorkStart, @FinishTime)
END
--IF it starts and finishes in the same date
ELSE IF (@CurrentDate=@FirstDay) AND (@CurrentDate=@LastDay)
BEGIN
SET @Temp = DATEDIFF(MINUTE, @StartTime, @FinishTime)
END
END
SET @CurrentDate = DATEADD(day, 1, @CurrentDate)
END
-- Return the result of the function
IF @Temp<0
BEGIN
SET @Temp=0
END
RETURN @Temp
END