Percentage of incidents closed the same day and closed by who opened it vs total number of incidents by who opened it.

[Robert Haugland]

Hi,

We need a report that will show the percentage of incidents closed the same day and closed by who opened it vs total number of incidents by who opened it. In other words, per user, all the tickets that user opened per month vs the number that user opened that were closed by the same user on the same day. I currently have a report that shows a chart with the number on incidents opened by each user. I pulled a dataset in that shows the number of incidents closed by per user on the same day it was opened. The data table below the chart shows the total incidents opened per user and what percentage this is to the over all number of incidents opened that month. I need the percentage per user for all the tickets that user opened per month vs the number that user opened that were closed by the same user on the same day. Any help would be greatly appreciated!

[Adam Stout]

Same calendar day, same business day, within 24 calendar hours or 8 business hours?  My instinct it to look at a resolution SLA (to get the time elapsed) and the number of reassignments from the incident.

[Robert Haugland]

I already have the numbers I need, I just need to know how to display, per user, the percentage of the total vs the resolved by the same user on the same day.

[Robert Haugland]

I already have the numbers I need, I just need to know how to display, per user, the percentage of the total vs the resolved by the same user on the same day.

[Adam Stout]

If you have an Indicator setup for the total and one for the resolved, a simple Formula Indicator should handle this once an breakdown for assigned to is added to both indicators.  You need to be careful with the breakdown however.  This case cause some strain if you have 1000s of assigned to users.  Ideally, this would be in the hundreds.