I created a lightweight helpdesk application on SharePoint 2007.
In this application I used Issue tracking list.
1) User create a ticket
2) The manager receive an email and he assign the ticket to the technician
3)The technician resolve the issue and change the status of the ticket “Completed”.
I need to calculate the average time of the tickets from “created time “ to “completed” time.
Like I want to display on the “Reporting” section that
In 24 hours we resolve 3 tickets
Or the average ticket time to resolve the issue was 17 Hours
Any idea how to accomplish this task.
Following is a formula I am working on:
Created at 1/23/2012 10:0 AM
Last modified at 1/25/2012 10:00 AM
Ticket Completed Time for One Ticket= Ticket Completed Time(by Technician) – Ticket Created Time(by user)
example=(1/25/2012 at 10.00 ) - (1/23/2012 at 10.00 )
Average Ticket Time to complete for all tickets= Ticket Completed Time for All Tickets/ Total Number of Tickets.
Example= (48 +32+56+78+96+72)/6
Average Ticket time = 51.66 Hours