Report on Turnaround time for incidents

[Sandeep102]

Hi , 

Need some help to setup a report to find the Turn around time of Incidents without Performance Analytics

Turn around time = Issue resolved time - Issue open time

Thanks in advance !

Kind regards,

Sandeep K.

[Community Alums]

Have you looked into using "Business duration" field for this purpose?

[Sandeep102]

Hi @Samir Vyas ,

Thanks for your update, I tried this but the "Business Duration" column is empty. Does this means some plugin is missing or some definitions not defined properly?

[Sandeep102]

@Samir Vyas : I think I found the issue with blank column, the business duration is only for the main Incident Task (INC) and not for subtask (TASKxxxx).

Can you suggest me something to fetch report in calculating the Subtask Turn around time

SubTaskTurn around time = SubTask resolved time -SubTask creation time

[Community Alums]

Hi Sandeep

Business Duration field is only calculated when Incident is Resolved. The calculation is done in "mark resolved" BR on Incident table. 

Look into "mark resolved" BR on Incident table. You can see how Business Duration is calculated. 

You will have to set a new/custom BR to calculate Business Duration on Task table. The BR should be after Update when task is Closed and Parent ticket is Incident. You will have to use Task Closed and Opened date/time for calculation.

Then you can use Business Duration field on your reports. It will be calculated only when task is closed. Open tasks will have this field empty.

var dataChange = current.opened_at.changes() || current.closed_at.changes();
var opened = current.opened_at.getDisplayValue();
var closed = current.closed_at.getDisplayValue();

if (dataChange || current.business_duration.nil())
current.business_duration = gs.calDateDiff(opened, closed, false);

Hope this helps and works

send me screen shot of BR you set on task table if it doesn't work.