Mean Hours To Resolution

Questions & Answers
1

Hi,

Could someone please assist, as I am trying to create a report calculation the mean hours to resolution.
In other words, since a ticket has been assigned until it has been resolved.

Thanking in advance.

Regards,
Ian

2

Can anyone perhaps assist with my query?
Thanks

3

Hi @ianvdv

Welcome to the Community! :sunny:

You can define a new calculated measure in the Measures dimension with a formula like this:

Avg(
  Filter(
    Descendants([Issue].CurrentMember,[Issue].[Issue]),
    NOT IsEmpty([Measures].[Issue resolution date])
    AND
    [Measures].[Issues resolved] > 0
  ),
  DateDiffHours(
    TimestampToDate(
      (
        [Measures].[Transition to first timestamp],
        [Transition Field].[Assignee]
      )
    ),
    [Measures].[Issue resolution date]
  )
)

Be sure to set the Formatting to Numeric → Decimal.
This measure will return the average number of hours between the first time an assignee was assigned to an issue and the issue resolution date.

You can read more about MDX functions used in this formula here: MDX function reference

​Best regards,
​Nauris

4

Hi Nauris,

Thank you for the information. It looks like the measure is working.
The only issue I have, when I filter the results, I keep on getting the 60 seconds timeout error.
Is this due to the measure?
And is there perhaps something I can do from my side to speed up the loading time or to resolve the timeout error?

Thank you in advance.
Kind Regards,
Ian

5

Hi Nauris,

Would you kindly be able to assist with the timeout error I am receiving please?

Thank you.

Kind Regards

6

Hi Nauris,

Could you kindly provide me feedback on how to resolve the 60 seconds timeout issue?

Thank you.
Regards,
Ian