Unable to export report along with the resolution time

Question

Like first response time and resolution time.

Aron Gombas _Midori_ · Answer

Better Excel Plugin export every kind of custom field types plus it supports the concept of calculated fields.

Now, let's see how to report what you needed. You can then feed charts, pivot tables, etc. with the data obtained this way.

1. First response time

Among the built-in calculated fields, Excel first comment date will be useful for you. This is the date when the first comment was added.

You can use this with an Excel formula to calculate first response time:

first_reponse_time = first_comment_date - creation_date

2. Resolution time

You can use a formula to calculate this:

resolution_time = resolved_date - created_date

Pro tip

The built-in Service Desk report templates are using an approach like this to generate pivot tables and charts:

Jack Brickey · Answer

i'm not sure off the top of my head. I will try to get back to this later when I have some time. there are other discussions on this in the Community so you might search a bit. Options likely include creating custom date fields for First response and record the date/time when 'first response' is achieved.

Might I ask what your ultimate goal is so that I might assist more completely.

manitgl · Answer

But how can we calculate the time to first response, comment edited & updated time..