How to calculate Resolution time of Incidents/Requests
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07-27-2022 09:04 AM
Hi,
How to calculate the resolution time for each Incidents or Requests, especially when the tickets are reassigned across multiple groups.
Thanks,
JJ
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07-27-2022 04:33 PM
Incident resolution can be done from Opened/Created to the Resolution time. You can also create a metric to record the duration between these two fields.
Requests don't have a resolution time and should be done based on fixes SLAs due to their pre-agreed fulfilment ability.
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07-27-2022 04:48 PM
Hi,
You can obtain the resolution time from the SLA or the opened date Vs resolved date. The 'Assignment Group' metric instance also records each time a ticket moves between groups so this can provide you with how long a ticket sat with a particular group.
For requests you can use opened Vs closed date, or you could create your own metric to record changes in assignment group if that is a requirement.
