How do you build a PA an Indicator for the Average or Sum of Actual Elapsed Time for Incidents?

[bryanriggs]

We are looking to build an Indicator that gives us the Average or Sum of Actual Elapsed Time. We have created a Indicator Source that shows a number of records being pulled, but can't seem to get our primary indicators to return data for Average or Sum of Actual Elapsed Time. Is the issue centered around the Actual Elapsed Time field being displayed in seconds and does that impact the sum or average aggregate? How would pull the Average or Sum of Actual Elapsed Time?

[Erik Hoffmann · Accepted solution]

Hi Bryan,

doesn't it return data at all?

I just tried the above and I got a result although in my test environment I had to make sure that the 'actual elapsed time' field had values. Below the configuration.

And here the result.

The result is in milliseconds. If you want to manipulate that you will need to use a script in the indicator definition.

And the script will look like this if you want to convert to seconds. Of course you can convert to other units (like hours or days) too by changing the formula in the script.

Alternatively, it is also possible to convert from milliseconds by using a formula indicator with the indicator that takes the value directly from the field (first screenshot).

Best regards,

Erik

Ps duration fields are particular difficult to work with but not impossible.

[Erik Hoffmann]

I just learned that prior to Helsinki the direct configuration on field in an indicator returns no values for duration fields. So safest is always use a script.

[bryanriggs]

Thank you, Erik! We are heading in the right direction and are seeing data being reported in our indicators. Thank you for the help!

[Sayan Bardhan R]

Hi,

I have a requirement to show the average of the resolution time for incidents. However, the requirement gets tricky as it needs to calculate the average for 80% of the total number of tickets which took the least time for resolution . Thanks