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I have been powering through JSD for the past few years getting my team and metrics to a reasonable level of acceptance to demonstrate our numbers. However, as in other Helpdesk software out there, I want to see more. I also, want to see if anyone in the community has found other SLA/Metric 'hacks' in using Service Desk.
For instance, how would you go about obtaining metrics for (JQL's included):
* Number of one-touch tickets
* First Resolution Time
...to name a few.
In Addition to this, how would you go about finding the
* Average (already built in with SLA's)
* Max / Min values
for the metrics calculated above.
Is this even possible today? without add-ons?
What are your thoughts?