Report for average incident resolution time

[yandp]

Hello all, good day!

I am confuse with the table use for incident resolution time calculation, there is two way i see so far ,

but i am not sure which one i should use , which is correct one.

Report 1:

Table = Incident [incident]
Aggregation = Average
Aggregated field = Business duration
Filter = Active is false
Closed on last 12 month

Report 2:

Table = Task SLA [task_sla]
Aggregation = Average
Aggregated field = Actual elapsed time
Filter =
Active is false
Created on last 12 month
Stage is not cancelled 

currently we only have incident management & KB implemented , is that ok for using the Task SLA table for the resolution report ?

And another question is the count for total incident using below table is different also.

Table = Incident [incident]

Table = Task SLA [task_sla]

i am quite confuse with all this , any help is really appreciated.

Thank you very much.

[Raj68]

Hi,

You will need to create a report on the table "task_sla"

Table = Task SLA [task_sla]

Aggregation = Average[actual elapsed time] OR [BUSINESS ELAPSED TIME]

condition:Task.Tasktype  is incident

and for to count total number of incident :

Table = incident

Aggregation =count

NOTE: Mark correct or helpful if it helps you.

 Warm Regards,

Raj patel

[yandp]

Hello Raj, thank you for the sharing.

the count from table = Incident should be same at the count of Table = Task SLA [task_sla] ?

Thank you.

[Pooja Devkar]

Hello,

I was able to figure it out! Thank you! Since I had to variables I need it to add an if statement in my script.

if (current.variables.target_name){   //is not empty

  current.short_description = "Penetration Test Request for: " + current.variables.target_name.name;

}

else{ // if it is not empty

  current.short_description = "Penetration Test Request for: " + current.variables.optional_solutions_name;

}

Please mark correct & helpful; if it's useful to you.

Thanks & Regards,

Pooja Devkar

[Pooja Devkar]

Hello,

I was able to figure it out! Thank you! Since I had to variables I need it to add an if statement in my script.

if (current.variables.target_name){   //is not empty

  current.short_description = "Penetration Test Request for: " + current.variables.target_name.name;

}

else{ // if it is not empty

  current.short_description = "Penetration Test Request for: " + current.variables.optional_solutions_name;

}

Please mark correct & helpful; if it's useful to you.

Thanks & Regards,

Pooja Devkar