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Report Average Response Time
#1
Hello,

I need to make a report to identify the average response time of tickets according to the defined SLA.

I can't use the difference between [CREATION_DATE_UT] and [END_DATE_UT] nor use [TIME_USED_TO_SOLVE_REQUEST] because these fields don't take into account when a ticket was on hold and then reopened.

I need to calculate the average response time, according to the defined SLA and working hours (service time, holidays, etc.).

Does anyone have an idea how can I achieve this?

Thank you!
pms23, proud to be a member of EV CONNECT FORUM since Apr 2017.

#2
(05-14-2019, 06:35 AM)pms23 Wrote: Hello,

I need to make a report to identify the average response time of tickets according to the defined SLA.

I can't use the difference between [CREATION_DATE_UT] and [END_DATE_UT] nor use [TIME_USED_TO_SOLVE_REQUEST] because these fields don't take into account when a ticket was on hold and then reopened.

I need to calculate the average response time, according to the defined SLA and working hours (service time, holidays, etc.).

Does anyone have an idea how can I achieve this?

Thank you!

Hello,

If you wan to calcultate you own TIME_USED_TO_SOLVE_REQUEST (https://wiki.easyvista.com/xwiki/bin/vie...s-Requests) taking into account suspension time and reopening; you need to use getSLADelay (https://wiki.easyvista.com/xwiki/bin/vie...anguage=en):

Create a field to store the value of new E_TIME_USED_TO_SOLVE
Create a field to store the value of E_TIME_USED_TO_RESTART (for suspension)

Create 3 Business rules:
- When a ticket is restart, calculate E_TIME_USED_TO_RESTART with getSLADelay (Start_Supension_Date,End_Suspension_Date,SLA_ID,Location_ID) and add previous value (for multiple suspension) in SD_REQUEST

- When a ticket is reopend, erase E_TIME_USED_TO_SOLVE

- When a ticket is solved, calculate E_TIME_USED_TO_SOLVE with getSLADelay (Creation_Date,Resolution_Date,SLA_ID,Location_ID) and substract E_TIME_USED_TO_RESTART

P.ABBE
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.






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