Still being pestered by the Service Desk for more stats (their manager went on a Course ) so I've started pushing as much as possible onto themselves via WebDesk, which allows them to knock up quite a lot of their queries themselves.
But I'm stuck on quite an obvious one (at least I think it's obvious but I've only ever run stats against collections).
Our users don't categorise when logging calls, our Service Desk does this. They select an Incident category and then click on a winodwless action (called Categoirised).
This is ususally the frst action that SD staff carry out so they understandably need to know the average time from the call being first logged to being categorised.
(Actually they want to know this for each category, and almost certainly they'll want the stats to sing and dance... ).
Any idea how I can access the timestamp for when the call was categorised? Or do I need to hit the audit table? (and if so - help!).