According to the SLA, the case should be closed within 14 working days. However, the time when the case is on the client’s side does not count.
I count it like this:
Not IsEmpty([Measures].[Issue resolution date])
[Measures].[number of cases]>0
[Measures].[Issue created date],
[Measures].[Issue resolution date])
[Measures].[number of workdays in the status on the “client side”]
Number of workdays in the status on the “client side”
([Measures].[Workdays in transition status],
[Transition Status].[client side])
The problem is when the case is closed at the turn of the month.
When I choose December, only days on the “client side” status from December are shown, although in December and January there were 9 days in total for case ZOP-14290.
In the SLA statistics, I show all cases created in a given month, e.g. in December, even if they were closed in the following month. So when I choose December I should have seen all the days in “client side” status when the case was open, not just in December.