How to create performance analytics report.

[MH3]

Hi All,

Need help in creating the performance analytics report for the following conditions.

1) Time is taken for changing the ticket state from in progress to closed state. (for --> current month, previous month, last 3 months, last 12 months)

[AndersBGS]

HI @MH3 ,

Can you try to explain a bit further what you mean by "time is taken for changing the ticket from in progress to closed state"? Which table are you referring to? Have you created any additional fields to store date/time values?

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

Best regards

Anders

[MH3]

Time elapsed from inprogress state to closed state in incident table.

[AndersBGS]

HI @MH3 ,

But from tickets was entered into "in progress" state or when it left "in progress state" .  If you need to know the time from ticket was set to in progress state to ticket was set to closed state, then you need to create a metric definition to exactly capture this activity. 

Alternative to metric definition is also SLA definition. It would be quite easy to set a start time and end time, and afterwards due the required calculation through Performance Analytics.

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

Best regards

Anders

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

Best regards

Anders