Clarifications on the resolution time report?
Hi,
I need some clarifications regarding the resolution time report.
The resolution time should be the difference between the 'ticket resolution date' and the 'ticket opening date', in terms of SLA.
However, I have noticed that the figures in the report you provided show very high results that do not accurately reflect the overall performance of our customer service.
According to the supporting documentation, your report calculates the days a ticket remains in the unresolved state, so it does not simply calculate the resolution time as set by the SLA, but rather calculates the actual days taken to close the ticket.
Is that correct?
Would it be possible to extract the actual hours and minutes between the ticket opening and closing times? Unfortunately, I have noticed that the resolution time disappears once the ticket is closed, and I have no way to retrieve this data for a more precise calculation.
Thank you very much.
Please sign in to leave a comment.
Hi,
I'm Sergey from the YouTrack team.
If you are referring to the Helpdesk SLAs, then the resolution time report is not related to it. In this case, your assumption is correct. In this report, issue resolution is based on the state field's values, where each value has an
isResolvedproperty. This property indicates whether the issue is considered resolved when the corresponding value is assigned. The report shows data based on the time issues spent in resolved and unresolved states.If you are looking for SLA-based reports, we have a corresponding feature request in our public tracker: JT-74715 Helpdesk SLA reports. Please vote for this issue to help us measure feature demand and receive updates. Sign in to JetBrains YouTrack and click the thumbs-up icon.
If I misunderstood your question, please let me know.
Hi Sergey!
Thank you for you response.
No, I am not looking for reports related to SLA because I understand that you currently don't have these features.
I needed to better understand how this type of report works: Resolution Time Report.
You have confirmed what I suspected, that this report is based on the number of days a ticket remains in the unresolved state. So if a ticket is closed on the same day it is opened, it will be counted as one day; if it is closed after 5 days, it will be counted as 5 days.
Does this align with what I have written?
Yes, that's correct. Yet it doesn't just show just the duration itself. It shows min, max, and average values of all the issues that match the report's query as described in the documentation.