Calculations in custom report
I need to create a SLA report that will calculate how long it took to close the request, and by how much time over or under the SLA was the request closed. The maximum time spent by a technician, the minimum time spent, and the average time spent by technician.
So say if the SLA is 24 hours and the ticket was closed in 20 hours then the technician was under the SLA by -4 hours.
Need the fields
Request ID, Subject, Technician, Priority, created time, completed time, time spent,
Does anyone know how to create a custom report where I can put in my own calculations?
Cinnamon
So say if the SLA is 24 hours and the ticket was closed in 20 hours then the technician was under the SLA by -4 hours.
Need the fields
Request ID, Subject, Technician, Priority, created time, completed time, time spent,
Does anyone know how to create a custom report where I can put in my own calculations?
Cinnamon