We're looking to expand upon the out of the box duration reports.

Issue we're trying to resolve:

We need to be able to determine the average amount of time tickets are spending in a collection of States. Additionally, we need to be able to associate this average time with groups that are set as the Secondary Owners of these States.


A ticket gets escalated to the 'L2 Escalation Queue' and assigned to the 'Tier 2 help desk' group. A user from that group then assigns them self the ticket in the 'Escalated to L2' State. This user then resolves the ticket. Over a period of time, we would like to know on average how long tickets are assigned to our 'Tier 2 help desk' group, and all other groups assigned to Incidents.

Have any of you had any experience with writing this type of report?

Responses (1)
  • Accepted Answer

    Friday, November 08 2013, 02:44 PM - #Permalink
    Can you do a Time-in-state report for L1 and select the 3 states valid for that level, then another report for L2 (with L2 states) and another for L3, and another for "Major Incident", then do a multiview report for all 4.
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