I want to run some reports/get some information on issues that, at some point in their history, were in a certain status.
IE I want to get the average resolution days of any issues that, at some point, were in the 'Escalated' status. Find out how long it takes to resolve tickets that needed to be escalated.
I thought something like this would work:
CASE WHEN ([Measures].[Transitions to status], [Transition Status].[Escalated]) > 0 THEN [Measures].[Total resolution days] / [Measures].[Issues resolved] END
But all that does is show me the average resolution time of ALL tickets for any period where at least one ticket was in Escalated status.
Is this possible?
You'll have to use the Avg function around a filter. Something like this:
([Measures].[Transitions to status], [Transition Status].[Escalated]) > 0),
[Measures].[Total resolution days])
This is filtering for issues that have transitioned to Escalated and averaging the Total resolution days of those issues.
Depending on the size of your cube, any calculation that filters on all issues like this one is doing has the risk of timing out.
I hope this helps!
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