Time taken to First Response

Time taken to First Response

First Response Time is the number of minutes, hours, or days between when a customer submits a support ticket and when a customer support representative provides an initial response. It indicates how long a customer has to wait before being helped.



MSSQL

SELECT wo.WORKORDERID "Request ID",
       wo.TITLE "Subject",
       aau.FIRST_NAME "Requester",
       ti.FIRST_NAME "Technician",
       LONGTODATE(wo.CREATEDTIME) "Created Time",
       LONGTODATE(wo.RESPONDEDTIME) "Responded Date",
       convert(varchar(10), ((wo.RESPONDEDTIME)-(wo.createdtime))/1000/3600)+':'+convert(varchar(10), (((wo.RESPONDEDTIME)-(wo.createdtime))/1000)%3600/60)+':'+convert(varchar(10),((((wo.RESPONDEDTIME)-(wo.createdtime)))/1000%60)) "Created Date - Responded Date" FROM WorkOrder wo
LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID
WHERE (wo.ISPARENT='1')
  AND RESPONDEDTIME !='0'
  AND wo.CREATEDTIME >= <from_thisweek>
  AND wo.CREATEDTIME <= <to_thisweek>


PGSQL

SELECT wo.WORKORDERID "Request ID",
       wo.TITLE "Subject",
       aau.FIRST_NAME "Requester",
       ti.FIRST_NAME "Technician",
       LONGTODATE(wo.CREATEDTIME) "Created Time",
       LONGTODATE(wo.RESPONDEDTIME) "Responded Date",
       TO_CHAR(((wo.respondedtime-wo.createdtime)/1000 || ' second')::interval, 'HH24:MI:SS') "Created Date - Responded Date" FROM WorkOrder wo
LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID
LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID
WHERE (wo.ISPARENT='1')
  AND RESPONDEDTIME !='0'
  AND wo.CREATEDTIME >= <from_thisweek>
  AND wo.CREATEDTIME <= <to_thisweek>
 

Note : Login to ServiceDesk Plus, go to Reports tab > New Query Report > Copy the query to the query editor and run the report. 
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