I need to be able to measure the percentages of tickets that are older than 30 days.
I have build an SLA that will count days open on an ticket named SLA 3-17 Ticket Ageing and it will breach when it is more than 30 days.
I am measuring the SLA as a monthly result i.e. at the end of April I am measuring the period like below:
Nominator: Total tickets opened in April
Denominator: Resolved tickets with age over 30 days + Open tickets with age over 30 days + Total tickets opened in April
The issue which I am facing is to get the correct number for the indicator Open tickets with age over 30 days my issue is that when I am using the source Incidents.SLA.Open it will give me what has breached on every day hence an incident can be breached on day one, and when running the job on day 2 it will be counted once more so I will have many entries for the same incident and the number from this indicator will be way to high.
I have setup the indicator which look like below – The incident will only be counted the day where the tickets will breach which gives me only one count per breached incident.
My issue/challenges is that I have tickets that are breached before we enter into the month which are still open. How do I count all the incidents that are Active and breached before the calculated Month in this example April?
Hi Rikke,
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