Which measure to use for calculating average time to resolve incidents (in hours)

[Walter]

Hi all

Which measure should I use in EazyBI for calculating the average time in hours that takes to a group of tickets to be resolved (counting from Created to Resolved)?

I adapted "Average resolution date" multiplying it by 24

CASE WHEN [Measures].[Issues resolved] > 0 THEN
[Measures].[Total resolution days] * 24 / [Measures].[Issues resolved]
END

But the result is smaller from what I get taking the same group of tickets in Excel, subtracting Resolved minus Created and applying average.

• From EazyBI:

 

• Result from drilling through issues (EazyBI): 224,67
• Result from querying Jira: 224,66

Ideas?

Thanks and happy new year!

Walter

[elita_kalane · Accepted solution]

Hello @Walter 

Apologies for the delayed response and thank you @Fabian Lim  for helping with this use case!

The gap shouldn't become wider because you are using the sum of all resolved days. There might be a slight discrepancy between how the result is rounded in Excel and in eazyBI

I do, however, recommend slightly updating the formula, to convert the results to minutes (using the formula below), and before saving the formula, choosing the formatting (https://docs.eazybi.com/eazybi/analyze-and-visualize/calculated-measures-and-members/calculated-measures#Calculatedmeasures-Formatting)  to "Duration" -> "Days, hours, minutes"

CASE WHEN [Measures].[Issues resolved] > 0 THEN
[Measures].[Total resolution days] 
* 24 
* 60 
/ [Measures].[Issues resolved]
END

Best wishes,

Elita from support@eazybi.com

[Walter]

Hi @elita_kalane 

Thanks for the reply. I'll check on this and get back to you.

Also, thanks @Fabian Lim for following this up

[Fabian Lim]

Hi @Walter

I think the formula is ok. I wouldn't worry if there is just 1 hour difference.  

Tagging @eazyBI Support 

Saludos

[Walter]

Hi @Fabian Lim and @eazyBI Support 

Happy New Year!

Thanks for replying.

We can live with that proving that the gap between EazyBI and manual calculation will not expand with more tickets coming.

Is it possible to confirm this?

Regards

W.

[Walter]

Hello

Could someone help me with the last question?

Thanks

[Fabian Lim]

I would suggest you contact eazyBI support directly.  They are fast at responding.