Working Time between created and closed

[flxgc]

Hi all,

I have an SLA of 6 hours which is based on First Response Time, linked to a calendar which has working hours of 9am-5pm Mon-Fri. When a ticket is created agents typically either (a) make contact with the Customer, or (b) close the ticket without making contact. In this instance, the ticket is closed with state Closed-NoContact. Tickets can be raised at any time, any day.

I'm trying to create a CSV report from the Statistics page which will show the tickets which were closed without any customer contact (i.e. have state Closed-NoContact) but were closed greater than 6 working hours after they were created (i.e. tickets which would have breached SLA if customer contact had been made). I don't mind doing a bit of post-processing of the data (e.g. removing tickets which didn't/wouldn't breach the SLA) but I can't find a column which will give me the relevant data

Is this possible?

Thanks,

flxgc

[flxgc]

Anybody? I've tried searching but can't find anything. Let me know if you need any more information - I'd really appreciate the help.

[RStraub]

You could generate a ticketlist via stats and filter on the column "FirstResponseDiffInMin" == 0.

[flxgc]

Hey,

Thanks for the reply. My understanding is that this will give me a list of tickets which had no Customer contact (or where the contact was made exactly on the SLA time), but I don't think this will give me the 'Working Time' between the ticket Creation time and the Closure time will it?

So if a ticket was created at 6am Monday, then closed at 4:30pm Monday, then the Working Time would be 7:30 (450mins) and the FirstResponseDiffInMin would be 0 (as there was no 'FirstResponse'). I don't think that 450 number is available in the CSV (on any column), and I can't calculate it as 4:30pm - 6am is 9 hours 30

Any other thoughts?

[RStraub]

Do you have SLAs? From my information, if there is a SLA on the solution time, you can extract the "SolutionTimeWorkingTime" column. It would give you the time the ticket was open during the configured calendar in seconds.

[flxgc]

Yes, I have an SLA, but only on First Contact.