How to get the metrics of the SLAs for tickets older than a year ?

[Giulia REVERUZZI]

Hi ! 

When using the gadget "service project report" to get the time to first answer and time to resolution metrics, we can only select up to past year. But what if we need to get the avaerage time to first answer and resoltuion for tickets from 2020 ? 

I tried to export the data of my custom search of 2020 tickets but the SLAs are showing in a way that we cannot use them for statistics because they depends on the SLAs set up by priority (sometimes 24hours sometimes 8 hours) : 

examples :

23:59 = means it remained 23hours 59 to reply before reaching the SLA (24 hours)  = 1 minutes to first answer

-28:43:00 = means the SLA was over since 28hours 43 mn when the 1st answer was provided (over a SLA set up at 8hours for this type of ticket) = 36 hours 43mn to first answer

So ... Does anyone know how to get the average Time to 1st answer and to resolution for tickets older than a year ? 

Thanks a lot for your help ! 

[Karolina Wons_SaaSJet]

Hello @Giulia REVERUZZI 

You can try Time between Statuses developed by my SaaSJet team. It tracks how long it takes an issue to move from one status to another. 

There won't be any negative values in the results, but you should calculate the average time manually after downloading the report to the Excel file.

Hope it helps