I would like to gather the average time spent to close tasks for the last month. I can't find such metric in my interface. can someone help me?

[patricetieugni]

I would like to gather the average time spent to close tasks for the last month. I can't find such metric in my interface. can someone help me?

I can obtain the same metric for incidents but I don't know where the one for tasks is located.

[lachlan_solo]

Okay was able to find these fields and populate them but after this how would you grab the Average time per ticket?

[D van Heusden]

Hi Lachlan,

in Performance Analytics take a look at how this is done for the 'Average duration of resolved requests'. Basically you will need the following:

- Create an indicator source that collects all tasks on a daily basis. Note. Make sure you apply the right condition filters! (HINT: look at the Requests.Closed indicator source)

- Create an automated indicator ('Summed duration of closed tasks') that uses the above created indicator source

      - (HINT: take a look at 'Summed duration of closed requests')

      - Use aggregate 'Sum' and the scripted option

      - Create and use the script 'Task.CloseTime.Hours' (HINT: look at the 'Request.CloseTime.Hours' script) with the right fields (work_start and work_end if these are the correct fields)

- Create a formula indicator ('Average close time of tasks')

    - (HINT: take a look at 'Average close time of requests')

- Add the automated indicator to a job and run a historic collection

- Check the results in 'Scorecards'