Can someone tell me how you export a queue's contents to an excel document. I've looked at the SLA reports, and while useful I would like to get a listing of all cases for a month, then show the "time to respond" "time to resolved" columns for my customer reports.
Are custom queues the way to display this metric or is there another way (perhaps in ... SLAs somewhere) ?
Use the Excel Automation Plugin with a cron trigger than executes the automation action at the end of each month. No need to do this repeatedly. See this tutorial about setting up the automation actions.
In the Excel template, you can easily get any issue fields, including your "time to respond" and "time to resolved" columns, too.
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