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Let's Talk Metrics in JSD

Hi There,

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)

* Median 

* Max / Min values 

for the metrics calculated above.

 

Is this even possible today? without add-ons?

 

What are your thoughts?

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