Create a report to show average of total comments in a ticket

[Joyal Robert]

Hi All,

The requirement is that we need to collect all the comments made in a ticket and with that total count we need to get the average of it.

The average count need to be shown in the report for ticket wise.

Please help this on priority.

Regards,

Joyal Robert

[Mark Manders]

How can a reporting question ever have priority? 

Next to that: this is a requirement you should challenge. What does this say about anything? What added value will it have to have this count? And even more weird: what added value will the average of this count have? 

Not every requirement should become functionality.

Depending on what they want to see (real time, or just on resolved/closed tickets), you will need to create some logic through either flow or business rule and create a counter on the ticket table to collect it. The comments are stored in the sys_journal_field table. So every entry related to your table, should find the related record (is on the sys_journal_table as the sys_id) and update that number if you need it real time, of have a one time count on resolving/closing.

But again: just because you can, doesn't mean you should. The number of comments says nothing about quality of the resolving team or on how it was handled and the average even less.