Need help creating a report using PA and Metric

[ledezan]

Hi all,
I'm trying to create a PA widget that will display the Average duration of a specific department to resolve the ticket.

I'm confident that I set up the Data collection correctly, I'm messing somehow with the indicator, automated, and Source.

The reason I'm trying to create on PA using the Metric Instance table its because I need to create a formula that will get the average duration and remove 5 days from it (Once the ticket is marked as resolved, it only changes to state closed after 5 days)

Unfortunately, it's coming with the wrong data, over 500M SUM!?

[AndersBGS]

Hi @ledezan 

I'm pretty sure that this is according to you indicator source/Metric definition, as I think you capture to much data in general... Have you tried to make the calculation manually based on your indicator source condition.

[Mark Becker]

Not sure why it's not working exactly. I do see the Unit field is blank in your second screenshot that might need to be filled in. I also don't create average indicators this way. What I do is create a numerator for SUM Duration and a denominator for Count of Tickets and then create a formula indicator dividing the two so I can then troubleshoot easier. If there is an issue, I can view the tickets and see why the Sum is wrong or count is wrong. I also do the indicator source to be 'created on Today' not 'last 3 months' that could cause an issue too. Then just run historically for 3 months instead of gathering all that data but that might be personal preference. Hope this helps!