It's possible that there may be a bug with the Status history fields but in the end the Average operation worked for me when I used the following expression: 'Resolved' - 'Create Date'
Note that, when it comes to resolved time, the 'Hours to resolve' field on the HPD:HelpDesk form uses the Bus-Time-Diff calculation which excludes non-business hours. The average operation includes all hours, which is why I thought it wasn't working properly. Thanks for all your responses! Amy ---------- Forwarded message ---------- From: Amy Belile <[EMAIL PROTECTED]> Date: Dec 7, 9:07 am Subject: User Tool Statistical Reporting To: public.remedy.arsystem.general Thank you for your responses! I tried the 'Status*- History.Resolved.TIME' - 'Status*-History.New.TIME' (which was cool, I didn't think about the Status fields). However, what it calculates is definitely not the average. At a quick glance, it should be somewhere around 6 hours but what it gives me is 28 hours (!). What could I be doing wrong?? Thanks! Amy On Dec 6, 1:48 pm, Thomas Bean <[EMAIL PROTECTED]> wrote: > Amy, > If you are creating a standard AR report in the windows user tool, go to the > 'Statistics' tab and add the 'Average' operation on the following > expression: > 'Status*-History.Resolved.TIME' - 'Status*-History.New.TIME' > The result should appear in HH:MM:SS format. > HTH, > Thomas > ----- Original Message ----- > From: "Amy Belile" <[EMAIL PROTECTED]> > Newsgroups: gmane.comp.crm.arsystem.general > To: <[EMAIL PROTECTED]> > Sent: Thursday, December 06, 2007 12:25 PM > Subject: User Tool Statistical Reporting > > Hi, listers. > > I am using the User Tool to create a report on the HPD:HelpDesk form > > (6.0) that will list all cases that were created or resolved in the > > past week on a certain CTI. I want to have a statistic that will tell > > me the average time it took to resolve all the cases. Any advice on > > how to to do that?? I can't figure it out! There is a handy 'Hours > > to resolve' field but I cannot find any documentation on how to use > > that in an expression, assuming I would use the Average operation...? > > Thanks in advance for your help! > > Amy Belile > > Remedy Engineer > > [EMAIL PROTECTED] > ___________________________________________________________________________--____ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist:"Where the Answers Are"- Hide > quoted text - > - Show quoted text - ___________________________________________________________________________- ____ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"- Hide quoted text - - Show quoted text - _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
