Average time to resolve a Requested ITEM from time Opened to Time Request is Closed

[shelley0366]

Hi

Is it possible to run a report on the Average time to resolve a Requested ITEM (not part of an Order Guide) 

From the Start date of the Request to the Completed Time of the Request

There is no SLA on the REQUEST only on the SCTASKs

Our Providers are stating it can only be done on the SCTASK, but I have said that doesn't give a true reflection on the average time as a Request could sit at RITM stage waiting for a approval for a while as the SCTASK doesn't get created until the RITM is approved, therefore you are missing that duration. 

Our platform provider is saying this is not possible due to us not having a SLA on the Request (which they have never advised us to have) and there is no facility in the reporting tool to report on the average time between an open and closed date on a Request, is this correct ?

[SAI VENKATESH · Accepted solution]

Hi @shelley0366 

Can you try by using formula indicators in Performance analytics may be you can get the desired result

Thanks and Regards

Sai Venkatesh

[SAI VENKATESH · Accepted solution]

Hi @shelley0366 

Can you try by using formula indicators in Performance analytics may be you can get the desired result

Thanks and Regards

Sai Venkatesh

[shelley0366]

Hi

No our PA is broken and apparently will cost a lot of money to fix due it not being built correctly in the first place by the platform providers

[AndersBGS · Accepted solution]

Hi @shelley0366 ,

This can easily be build by an SLA - even though your provider has never recommended it.

According to the statement "Our platform provider is saying this is not possible due to us not having a SLA on the Request (which they have never advised us to have) and there is no facility in the reporting tool to report on the average time between an open and closed date on a Request, is this correct ?"

Then yes, I actually would agree with them.

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

Best regards

Anders