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How to calculate No of tickt with IRT>24h


Could you please advise how to calculate the number of ticket with IRT(initial response time) greater than 24 hours?

We already has the IRT key figure, please refer to screenshot and please advise.



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2 Answers

  • Mar 27, 2017 at 03:24 PM


    I am not sure but I feel that this is not feasible via reporting. We had a similar requirement for one of our client. There we created a MDR (Vie PDI ) which was running every day. Steps we followed were as follow:

    1. Extend the ServiceRequest BO with additional field for Count of tickets with escalations.

    2. Created a Custom BO and then created MDR for same.

    How to Create MDR

    2. Within the custom action for BO we were quering the ServiceRequest BO and via ABSL script we calculated the Escalation Time. This escalation time was then compared with the Specific time period ( In our case it was 2 days ) and then count field( Added in step ) was updated accordingly.

    3. This MDR was scheduled to run every 24 hours.

    4. Field added in the step 1 was then extended to reports via report and data source extension.

    Please let us know in case any better option is available as MDR for a huge number of tickets takes very long time and impacts system performance as well.



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  • Mar 28, 2017 at 03:03 AM


    Did you try conditions to restrict report results based on Key figure value ( in your case KF >24).


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