Average Resolution Time

Kevin_Goodwin

On the Incident Analyst Performance dashboard, the top left stat (for me at least) is the average resolve time. Can anyone help me to recreate this stat with different criteria? I have been looking around trying to figure out how to make it happen, but have had no luck.

I really want to find average resolve times based on support groups and for different lengths of time. I also want to find this for SR's.

Thanks for any help in advance!

Joe_Burrows

Would have to be SQL as you are limited on what you can group by using a saved search as below:



The chart you mention has a stored procedure as the datasource which is called spRpt_AvgResTimeByUserSoFarToday if you wanted to take a look at that.

Joe_Burrows

Hey Kevin
Creating dashboards is a little tricky in the current versions - See https://support.cireson.com/KnowledgeBase/View/1106

id recommend waiting for the dashboard designer which we are releasing in major version 6, or if you have a dev environment you can check this out now by installing preview release 5.1 or 5.2(soon to be released)

https://support.cireson.com/software/#/portal-previews

Cheers
Joe

Kevin_Goodwin

Thanks Joe!

Is there a way to find the information using the portal search or does it require a dashboard be created with SQL queries?

Joe_Burrows

Would have to be SQL as you are limited on what you can group by using a saved search as below:



The chart you mention has a stored procedure as the datasource which is called spRpt_AvgResTimeByUserSoFarToday if you wanted to take a look at that.

Kevin_Goodwin

Thanks Joe!