Usecase: How to Calculate the average resolution time for change requests.

[Danish Bhairag2]

Hi @Kongaleti Navee ,

You can use Performance Analytics to calculate the average resolution time for change requests.

Thanks,

Danish

[Tai Vu]

Hi @Kongaleti Navee 

There're 2 fields available Business Duration and Duration in the Task-based tables.

Currently, these fields are left as blank when a Change Request get closed. However, there's a business rule calculate these fields applied on the Change Task table.

You can find below.

Name: Close Ticket

URL: https://<instance_name>/sys_script.do?sys_id=9023ada50a0a0b01004228007704cf66

So you can clone the business rule above, and modify the conditions according to the Change Request table to trigger when the Change Request changes to closed or cancelled, etc.

After that, these fields Business Duration [business_duration] and Duration [calendar_duration] will get auto-populated. Now you can create your reports based on these fields for Average Resolution Time in the Change Request table.

Cheers,

Tai Vu

[mcroxall]

this worked for me! thank you

[AndersBGS]

Hi @Kongaleti Navee ,

You should utilize performance analytics to calculate the average resolution time. This can be based on 24/7 duration or a business duration.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders