4 Replies Latest reply on Feb 7, 2019 1:42 AM by Julian Wigman

    Average incident resolution time

    Mark6785 Apprentice

      My Boss has just asked the not unreasonable question:

      "Can we get the average call time?"


      IE The time between when an incident is opened to when it is resolved , taking into account business hours. For every call this year.

      I'm a little stumped unless theres some magic attrib I dont know about.

      Any ideas anyone?




      I've found a similar post from 2011 where Julian replied "Isnt it the "IncidentDurationbyDays" report?" , which sounds promising , but wheres that?

      Its not in the 'system report' in the designer...