Time taken between 'awaiting acceptance to close complete'

[Prateek07]

Hi All

I want to calculate and create a report on Time taken between 'awaiting acceptance to close complete'.

I have tried Metric definition which doesn't give you historic data. Tried audit tables but due to huge data the performance is low and it is holding only 30 days historic data of state field.

I am trying sla definition,  In Sla as per below screenshot there are 2 conditions mentioned for sla to be on pause. Is there any way to find out why the sla was paused? it was due to which condition? (Even the case is closed complete) 

I am thinking of using pause duration but the problem is - Sla is on pause due to which condition? is it when state=onhold or state = awaiting acceptance.

If there is any other way to achieve it? Suggestions are welcomed.

Thanks in advance.

[AndersBGS]

Hi @Prateek07 ,

Ok, I would also assume that it would cause performance issues, as there is to much data on the table. Based on this, I don't see a solution to your requirement to capture the historical data.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AndersBGS]

Hi @Prateek07 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders