Average time to resolve an Order Guide

[shelley0366]

Hi, as part of our Incident Management we also look after the life cycle of Requests and looking to find the average time its taking to complete the full request. 

We have created a report for Average time to resolve an ITEM

Is there a way to report on the Average time to resolve an Order Guide Request  ?

[Mark Manders · Accepted solution]

Create the same report for the Requests that are created from an order guide. It's just multiple RITMs that are combined into a single Request, so you need the opened/closed time of the request itself, instead of the requested item.

[Mark Manders · Accepted solution]

Create the same report for the Requests that are created from an order guide. It's just multiple RITMs that are combined into a single Request, so you need the opened/closed time of the request itself, instead of the requested item.

[shelley0366]

Thats what I thought but for some reason our platform providers appear to be struggling to get it working 

[Mark Manders]

We don't have access to your instance, so maybe something is off, but it sounds like they don't know what they are doing.

[Dr Atul G- LNG · Accepted solution]

Hi @shelley0366 

It is not easy to get the average time of an order guide, an onboarding Order guide might  have 5 RITM , where off boarding has only 1/ 2 RITM, which will not give a fair results. Also there is no specific way like when an order guide submitted and finally closed.

Try with the way @Mark Manders  suggested.