Time To Respond / Time To Resolution
Hi,
Do you know how to calculate the Time To Respond (TTR) & Time To Fix (TTF)? I know where the data is stored in the schema, but how do take into consideration non-working time.
i.e. Ticket logged at 4pm on FRI, and replied to at 9am on MON, and resolved at 10am will show as taking 65 hours TTR & 66 hours TTF.
The helpdesk shuts at 5pm on FRI, and re-opens 8am MON, so the times should be;
TTR = 2 hours
TTF = 3 hours
Please explain how to incorporate this logic into our SQL queries.
Thanks. Keith.
Do you know how to calculate the Time To Respond (TTR) & Time To Fix (TTF)? I know where the data is stored in the schema, but how do take into consideration non-working time.
i.e. Ticket logged at 4pm on FRI, and replied to at 9am on MON, and resolved at 10am will show as taking 65 hours TTR & 66 hours TTF.
The helpdesk shuts at 5pm on FRI, and re-opens 8am MON, so the times should be;
TTR = 2 hours
TTF = 3 hours
Please explain how to incorporate this logic into our SQL queries.
Thanks. Keith.
Topic Participants
keith.rigg
ServiceDesk Plus
New to M365 Manager Plus?
New to M365 Manager Plus?
New to RecoveryManager Plus?
New to RecoveryManager Plus?
New to Exchange Reporter Plus?
New to Exchange Reporter Plus?
New to SharePoint Manager Plus?
New to SharePoint Manager Plus?
New to ADManager Plus?