HI all
I need to write a measure to calculate SLA adherence.
I have 4 collumns
Closedatex - Unix time, blank until ticket closed
Fixbyx - Unix time set on ticket opening, this is when the call needs to be closed to meet its SLA requirments
Withinfix - set to 0 if closedatex > fixbyx, set to 1 if closedatex< fixbyx blank ticket still open
Status - Number value that records the current state of the ticket (open closed on hold etc)
I have a measure that calculates SLA adherence where withinfix = 1 / total number of tickets, thisisnt a true representation of what has been achieved as it assumes all calls that are open have breached their SLA.
So I rejigged it to count only the closed calls, this however leaves me in a position where I am missing the tickets that hve breached their SLA requirements but because they are not closed the withinfix flag hasnt been set.
I could really used some help working out how to write a measure that calculates
count of tickets where withinfix = 1 / count of tickets where NOW > fixbyx and status <> "16" or "6"
The other pain is the fixbyx is a unix time stamp and I dont know if it is best to convert this before comparing it to the current time or if there is another way.
Hopefully this makes sense, any help will be massivley apprechiated.
Thanks
Ryan!!
