Formula Indicator- average time to resolve ticket

[Joyce W]

I just got started with PA. I want to create a simple formula indicator that displays time taken to resolve Incident tickets broken down by Assignment Group.

[Adam Stout]

What is different between that and what you need?

[Joyce W]

Adam,

I appreciate your questions but they are not giving me the solution I am looking for.

I need to create formula indicator that displays

• Average time to have tickets in resolved state
• Broken down by Assignment Group

Thank you for your time

[Adam Stout]

What is different from the existing "Average resolution time of resolved incidents" and your request for "Average time to have tickets in resolved state". 

As for the breakdown, that isn't a function of the formula, that just requires adding the backdown to the indicator.

What you are asking for should be very straight forward, I'm missing what isn't working.

[Slawek_Radziewi]

For example you create to automatic indicators like:

1. Summed duration of closed incidents

2. Number of closed incidents (you can put resolved as well)

After that you create formula indicator (days):

([[Summed duration of closed incidents]]/[[Number of closed incidents]] )/ 60 / 60 / 24 

After that you need to prepare Breakdown Source with groups and Automated Breakdown assigned to indicators.

For Summed you need to use script to calculate time or resolved time on incident table. Depends what you have available.

[Joyce W]

Hi Slawek

I think your response will work. Let me run some jobs, close a few tickets and I will post what worked.

One question though...some formula indicators have indicator groups. what is the value for having groups or not having groups. for example, the OOB "Average age open incidents" seems to have indicator groups.