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Pinky0404's avatar
Pinky0404
Helper III
8 years ago

Calculate Ticket SLA

Hi All,   I’ve been requested to calculate the  tickets SLA  by  adding all the open tickets and tickets closed in last 30 days. I have columns "Date closed" and  "Ticket Status(inprogress, open, c...
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ChandeepChhabra's avatar
ChandeepChhabra
Impactful Individual
8 years ago

Pinky0404 Hello,

 

Quick question - How should the final result look like ? Also last 30 days from the (current) today's date ?

 

 

Pinky0404's avatar
Pinky0404
Helper III
8 years ago

Hi ,

 

Thanks for your response. The output should be bascially a trend with date( i get this from the source file  export date) on X- axis and  the average  no. of days for  all open tickets plus  no. of days for 30 days closed tickets.

 

I used the below DAX formulas to get this trend which show  an average no. of days for all open and closed tickets.

 

 

 

SC = IFERROR(DATEDIFF(Footprint[Date Submitted],Footprint[Date Closed],DAY),Footprint[SO]) 

SO = Footprint[RD]- Footprint[Date Submitted]

RD = MAX(Footprint[Date])

SLA(closed) = IF(ISBLANK(Footprint[SC]),Footprint[SO],Footprint[SC])

Hope you are clear now!!

 

 

Thanks,

Pinky.