Finding - Average approval/reviewer time for each request from submission to completion.

[MThomas1]

Hello,

we are exploring options to find out avarage time involved in the REQ submission- completion.

REQ - RITM - SCTASKS (Riewer tasks ) and Approver requests in the workflow.

ScTAsks has unique SLAs. and state = pending.

Are there any OOTB or custom options to find avaergae time involved in REQ submission- completion., considering the possibility of state=pending and with custom SLA for reviewer tasks?

we understand the complexity of the question , but wanted to see if any solution available ( may not be 100% but closest possible solution).

Thank you.

[Mark Manders · Accepted solution]

OOB there are only three solutions to track duration. Performance analytics (calculate opened/closed), metrics (based on states) and SLAs. Since you mention you want to exclude 'pending' time, you are down to one: SLAs. Downside: you can't run them over different tables. Dotwalking to reference tables (from REQ over RITM to SCTASK on the conditions, won't work). 

So that leaves you with a custom solution where you are calculating the different durations to end up with the exact duration. There is a lot to consider here, since your SLAs will probably run on a certain schedule and that needs to be taken into account as well. With metrics/PA that will be hard, so I think the best thing to do is create reporting SLAs (at some customers we created a custom target to exclude these from any response/resolution reporting).

Have one SLA definition calculate the business elapsed time of a Request (start on 'new', end on 'closed'). Also have one run on the RITM/TASK where you have suspending state and anything else that deducts from that (have it run on the entire lifespan of that ticket, based on the schedule).
Then take the difference between the real SLA record and the reporting one and deduct that from the REQ sla duration, so you exclude the 'pause' time. Write the outcome to a custom duration field on the REQ.

Example: SLA runs Mo-Fr 8-5. Add that as schedule to all SLA records you create.
Calculate (SLA) REQ total: created Mo 9am, closed Tue 10am -> 11 hours business duration from open to closed

Task created at Mo 10am, closed Tue 10am, suspended 2pm-4pm
Calculate (SLA) TASK total: business duration = 10 hours total
Calculate real SLA on TASK: business duration = 10 hours total - 2 hours suspended = 8 business hours

Difference in TASK duration = 10 - 8 = 2 hours
Total duration of REQ = 11 - 2 = 9 business hours

[MThomas1]

Thank you your detailed input.We appreciate the guidance.