Hi all,
we are currently stuck on how to report age of tickets and mean time to resolve a ticket in Snow.
For incidents, we take opened date or scrum date as start time, and closed date as closed time.
For changes, we take scrum date as start time, and resolved date as closed time.
so 1. is there a possibility in Snow reporting to calculate the duration between two dates?
(or calculate the average time by creating a new field using this calculation like in Excel?)
2. is it possible to take field 1 if field 2 is blank for this calculation?
for example, if scrum date is blank, take opened date.
Thanks!
Meng
