Duration of state changes in resolved tickets

[Codi]

Hi Guys I need some help regarding for the report creation. The requirements of the report is how long the Resolved tickets stays in  Awaiting caller or Awaiting vendor. Is it possible to create this kind of report?

Regards

[Shruti]

Hi,

Navigate to Metrics -> Definitions. 

Create a new metric definition as per your requirement

For reporting 

Create a list type of report on 'metric_instance' table

[Alex Tod1]

Hi @Codi,

 I think it's possible, I would do it in the following way:

      1. I would create a field in which I save the time spent in those states (scripting is needed)

      2. I would create the report around that field/fields.

[Samaksh Wani]

Hello @Codi 

glide.ui.autoclose.time is the system property 

Business Rule :- Incident Close

5 - 7 is the closed time of ticket.

Plz Mark my Solution as Accept and Give me thumbs up, if you find it helpful.

Regards,

Samaksh

[AndersBGS]

Hi @Codi ,

As @Shruti   also have mentioned, I would also look into creating a metric definition that store the duration for when ticket is in awaiting state and on hold reason is XXX. Based on this metric, you can create a report that sums it up as shown below.

Metric defintion:

Conditions to be utilized in the report

Wil give the result:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders