Average Turn Arround Time for a Ticket

[Jonathan102]

Hi all,

I have a group asking for an averaged time on the turn around for a SCTASK and INC/open --> closed.  I am trying to leverage duration and business duration but the times show there, do not add up.  Any input on how to do this would be appreciated.

Thanks,

Jonathan 

[Cassandra Kittl]

Confirm the schedule listed on the SLA Definition - what is the time range on it.

[Tanushree Maiti]

Hi @Jonathan102 

Refer following links:

KB0780039 How Duration and Business Duration fields are calculated 

Duration Calculation on SCTASK 

Calculating Duration of an SCTASK  

KB0754082 How do we calculate the incident duration field? 

KB0751559 Calculation of duration based on assignment group