Query to show SLA response and resolution success percentage
Last Tested on builds 14500
Databases: PGSQL & MSSQL:
SELECT pd.PRIORITYNAME AS "Priority" ,
case when count(wo.workorderid) > 0 then cast(count(case when (wos.IS_FR_OVERDUE='0') THEN 1 ELSE NULL END) *100 as float) / cast(count(wo.workorderid) as float) else null end "% Response Success",
case when count(wo.workorderid) > 0 then cast(count(case when (wos.ISOVERDUE='0') THEN 1 ELSE NULL END) *100 as float) / cast(count(wo.workorderid) as float) else null end "% Resolution Sucesss"
FROM WorkOrder wo
LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
LEFT JOIN PriorityDefinition pd ON wos.PRIORITYID=pd.PRIORITYID
LEFT JOIN StatusDefinition std on wos.statusid=std.statusid
WHERE (wo.ISPARENT='1') AND wo.createdtime>=<from_thismonth>and wo.createdtime<=<to_thismonth> GROUP BY pd.PRIORITYNAME
order by 1
NOTE: Date filter highlighted in the query can be modified and below parameters can be used instead.
How to compare date column with auto filled date templates?
- Here is the example for getting this week data - CREATEDTIME >= <from_thisweek> AND CREATEDTIME <= <to_thisweek>
- <from_thisweek> - Starting date of this week
- <to_thisweek> - Ending date of this week
- Available Date Templates
- Today - <from_today> - <to_today>
- This week - <from_thisweek> - <to_thisweek>
- Last week - <from_lastweek> - <to_lastweek>
- This month - <from_thismonth> - <to_thismonth>
- Last month - <from_lastmonth> - <to_lastmonth>
- This quarter - <from_thisquarter> - <to_thisquarter>
- Last quarter - <from_lastquarter> - <to_lastquarter>
- Yesterday - <from_yesterday> - <to_yesterday>
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