on 11-14-2017 11:43 AM
Hi
We currently use ticket status to track the progress of a ticket as it moves through to resolution. We have a number of different status over and above the standard New, in progress, resolved including Pending Customer, On Hold, Pending Supplier and a few others. Is there a report or a way to report on the duration spent in each status over the life of a ticket. Ideally we want to be able to report on e.g. all Resolved/Closed Tickets for a specified period and see for each ticket - the time they spent in each status
Any help most appreciated - have looked at trying to create some new key figures for this but cannot get to work
Thanks
Annabelle
Hi Annabelle,
The data source Ticket History contains historical data on values of tickets, including the start and end date & time of each status.
If you would like to calculate the duration between two statuses, a work-around is required because calculations on timestamps are not supported. Do the following for each status:
Now you are able to report on durations.
Best regards,
Kai Reese
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