Hi Juan,
I'd imagine in advanced reporting terms this would be a calculated field, rather than something held in the database.
As an example, I have an advanced report to pull out all worklogs for a given date range. It includes the ticket creation date (taken from VAPP_ITEM) and worklog creation date (from VAPP_WORK_LOG)
I've converted the worklog creation date to a date ( EPOCH_TO_UTC_DATETIME("work_created_date") ), I can then use the function ( ElapsedSeconds("Worklog Created Date", "Created Date") ) to determine how long was between the ticket being logged and that response going back. I could then use the average of that column.
Might depend on exactly what your client considers a "response" and whether they just want first response, or all responses. But hopefully the above might help you out.
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David Shears
Analyst Programmer
MNI Services
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Original Message:
Sent: 06-03-2020 02:16
From: juan landa
Subject: Creating Report (Average Response time)
Hi Everyone
i am create a similar report in advance reporting same as standard report, due to a request made by the customer.
the standart report contains the field "Average response time in minutes". Where can I get that data. Additionally, create the support ticket and they tell me that there is no way to obtain this information and I cannot give that answer to the client
How can you help me with the client request?
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juan landa
Support Engineer
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