You could use the status times and calculate the difference between create and status time of resolved. This is what our reporting guy uses when he does this type of reporting. The only gotcha we've had is quick tickets that go straight to closed. I put some workflow in for him that would set a resolved field when the ticket was either resolved or closed so he could do his calculations accurately.
------------- Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings & Loan Association, F.A. Email: [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Amy Belile Sent: Thursday, December 06, 2007 10:26 AM To: [email protected] Subject: User Tool Statistical Reporting Hi, listers. I am using the User Tool to create a report on the HPD:HelpDesk form (6.0) that will list all cases that were created or resolved in the past week on a certain CTI. I want to have a statistic that will tell me the average time it took to resolve all the cases. Any advice on how to to do that?? I can't figure it out! There is a handy 'Hours to resolve' field but I cannot find any documentation on how to use that in an expression, assuming I would use the Average operation...? Thanks in advance for your help! Amy Belile Remedy Engineer [EMAIL PROTECTED] ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
