Average time by state

[csaravia]

Hi everyone

We are traying to find how long a ticket has been in each state before been closed. Any report or idea?

[Dennis R · Accepted solution]

Make sure that one of your filter criteria is:

Definition is Incident State Duration

That will only give you metrics associated with when the state changes.

Also, make sure you have the duration filter [Duration(mi_duration) greater than 0] in there also, or else your calculations will be skewed way down because the duration associated with the closed state will always be zero, since that state never changes.

Hope this helps,

--Dennis R

[csaravia]

Great Dennis. It works perfect.

May I ask you one last question? It's possible to identifie the exactly hour and date in which the change from one state to another occured?

Regads

[Dennis R]

Yes, there are two more fields on the metric instance table called Start [mi_start] and End [mi_end] that contains that exact information.

[daniziz]

Hi @Dennis R 

I know its been a while since this post was closed but I really need your help with this issue (Im on Madrid Instance).

I've created a report based on incident_metric view, but my problem is that the table only stores the last status of the incident although it looks like that it stores the changes between states:

Is there any field here that can show me the "historical" state of the incident and its time of resolution?

Regards,

Dani.

[Dennis R]

Hi daniziz,

The fields you have, Incident State and State, are the current "live" state of the incident. If you want the state of the incident that was recorded with the metric, be sure to choose the "Value" field as a column in your report instead.

Hope this helps,
--Dennis R