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C4C Ticket (Service) Total Duration Key Figure

szientara
Discoverer
0 Kudos

Hi experts,

we have problems to identify the correct key figure for the time between the reported on and closing date of a ticket (Status = Completed).

Total Duration = Completion Date Time (2) - Reported On (1)



We did not find any field in any datasource which enables us to track this.
We even tried to calculate it but the date field "Resolved On" is not available as a Key Figure.

Does anyone have an idea or has the same question already been solved elsewhere?

Thank you very much in advance.

BR,

Simo

Accepted Solutions (0)

Answers (2)

Answers (2)

AnkushPashine
Advisor
Advisor

Hello Simon,

Please check , if this helps your requirement :- Need to determine the "Time Duration" based on Created & Completed the Service Ticket in the Report ...

if Yes - set this as answered ...Good Day !

Best Regards,Ankush

szientara
Discoverer
0 Kudos

Hello a.pashine ,

We already followed the advice of the given link, unfortunately this only provides a key figure on daily basis.

Our requirement is the calculation based on time stamps, which are not available as key figures in the data sources “Ticket”, “Ticket Time Points and Contact Party”, “Ticket History”, “Service Request“, “Service Request Time Recording“.

Are there data sources we should check?

What can be a suitable approach?

Thanks.

BR,

Simon

Vishwas1
Participant
0 Kudos

Hi Simon.

I believe there is no option by standard or through frontend configuration to achieve this. However, you can consider SDK enhancement. This is definitely feasible. You just need to decide how should the time difference be displayed - In hours / minutes / seconds / days.

I suggest having a feasibility analysis done by your SDK expert.

Regards

Vishwas