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    Randy Riess
    Open Items Report - Calculating How Long Ticket has been...
    Topic posted March 13, 2018 by Randy RiessGreen Ribbon: 100+ Points 
    56 Views, 2 Comments
    Title:
    Open Items Report - Calculating How Long Ticket has been Opened.
    Content:

    Hello

    I have a report that I use for different teams that show a list of open items with two main columns: "Response Time," so how long it took to respond to a new incident and "Days Open" which shows how long the ticket has been opened.  Unfortunately this takes into account weeks and what I'm looking for is getting only the business days; so calculating the time the ticket has been open excluding weekends and holidays. I'm having a hard time using the rel_date_diff function and trying to get what I need from the inc_performance table. 

    I feel as though this should be a fairly easy thing to calculate, but for the life of me I cannot figure it out.  Ultimately I'd like to show the days the ticket has been open (i.e 2.40) for each ticket. Thank you for your time and assistance.

    Version:
    Oracle Service Cloud - Right Now 16A

    Comment

     

    • Anuj Behl

      Does this comment by anash help?




      within your report definition, you can join INCIDENTS to INC_PERFORMANCE and add a fixed report filter of inc_performance.intv_type = Create to Final Resolve.  Then, use a column expression of:  avg(inc_performance.rel_time)




       

    • Randy Riess

      Hi Anuj

      Thanks for the quick reply.  Unfortunately it appears to filter out any ticket that has not been solved yet.  The ones that do appear were solved at one point, but have been reopened. I've attached my report definition for clarity.  Thank you.