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Reporting & Time in Status

Pattie_Berghof

Pattie_Berghof Customer IT Monkey ✭

July 2016 in All Other Feature Requests and Ideas

A standard report is time to resolution which historically does not include time tickets are in a pending status. This time calculation is not provided and SLA clocks do not have a start and stop option. A calculation of total time by status that is not equal to closed would be extremely helpful.

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Submitted · Last Updated July 2016

Comments

Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

July 2016

This could be achieved with SQL reports OOB leveraging the IncidentStatusDurationFactvw

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Conner_Wood Customer Ninja IT Monkey ✭✭✭✭

July 2016

I agree with Adam, you could potentially have a table for the status history which would be a custom SQL query to the DWDataBase to grab and format the data based off the Ticket Dim Key, in the case of incidents, it would be the IncidentDimKey.

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Pattie_Berghof Customer IT Monkey ✭

July 2016

Thank you very much for pointing me in the direction I need to look, research and learn about. I'm getting data so that is a big improvement.

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Conner_Wood Customer Ninja IT Monkey ✭✭✭✭

July 2016

Ah, my co-worker found a very detailed guide regarding making a Report showing a table for the Support Group Enumeration changes, similar to what you want, the difference being the status enumeration:

https://marcelzehner.ch/2014/06/24/create-a-report-for-support-group-changes/

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Pattie_Berghof Customer IT Monkey ✭

August 2016

Thank you for the added information.

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