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Reporting & Time in Status

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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  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭
    This could be achieved with SQL reports OOB leveraging the IncidentStatusDurationFactvw
  • Conner_WoodConner_Wood Customer Advanced IT Monkey ✭✭✭
    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.
  • Pattie_BerghofPattie_Berghof Customer IT Monkey ✭
    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. 
  • Conner_WoodConner_Wood Customer Advanced IT Monkey ✭✭✭
    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/
  • Pattie_BerghofPattie_Berghof Customer IT Monkey ✭
    Thank you for the added information.
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