I have existing metrics for ticket state duration and need to report average durations by state. My issue is that a ticket can repeat states, thus creating multiple metrics for the same ticket and state combination.
I need to report the cumulative average in Performance Analytics. I have an indicator for the duration with a breakdown for state, but the breakdown averages all metric records. I need to sum the same state/ticket combination to get a more acurate average.
Any ideas?
