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Average Resolution Time
Kevin_Goodwin
Customer Advanced IT Monkey ✭✭✭
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!
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Joe_Burrows
Cireson Devops Super IT Monkey ✭✭✭✭✭
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.
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Answers
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
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?
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.