Average time from open to closed

[samadam]

I have a requirement to create a PA report for Average time from open to closed. How can I calculate the time taken and then average? Do I need to create another field on the table to get the difference and then build the report ?

[Abhineet Singh]

Hi Samadam,

You can take values from fields like created & closed (calculate the difference in a new field). Run a BR with condition (incident_state==7) to calculate the difference. 

Hit like, Helpful or Correct depending on the impact of the response...

[ankit_sharma487]

We can have a new field [Name it "Total Time "] and calculate the difference of CLOSED and CREATED  , this can be by Business Rule or better to have a Schedule Job [in case you reporting time or meetings at a fixed time so that it doesnt not impact much each time a ticket is closed]

And FOR Performance Analytics AVERAGE , i am not much sure but you need to calculate average by [Total Time / Time taken by all tickets for that week or Month]

Note : Hit like, Helpful or Correct if this helps

[Munender Singh]

Hi Samadan,

OOTB, we have two fields 'duration' and 'business duration'(time spent on a ticket during business hours only but in secs) which will be used for calculating difference. P

so,just make the report and select the desired field as your column.

Thanks and regards,

Munender