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gordykenmuir's avatar
gordykenmuir
Regular Visitor
7 years ago

Case/Ticket Backlog & Age

I am a Power BI Virgin and probably starting with one of the toughest items I can think of, figuring it can only get easier from here. I have a coupel of challenges in similar veins..

 

My Data set has 

  • Ticket ID
  • Support Group
  • Created Date
  • Resolved Date
  • Status
  • Today

I would like to perform a number of calculations and produce trends over time

 

  1. The number of tickets open at the end any given month, by support group and total
  2. The average age of the open tickets every month, by support group and total
  3. The current average age of any open tickets by support group and total
  4. The age break down of any current open tickets by some buckets/bands like "<1 day", "1-3 days", "3-5 days", etc, by support group

I know that is asking a lot, but if I can get some assistance with these, then I really think I will be off and running

Need Help
Tutorial Requests

3 Replies

  • v-jiascu-msft's avatar
    v-jiascu-msft
    Microsoft Employee
    7 years ago

    Hi gordykenmuir,

     

    Can you share a dummy sample, please?

    How can we calculate the age from your data?

    What is "total"?

     

    Best Regards,
    Dale

    • gordykenmuir's avatar
      gordykenmuir
      Regular Visitor
      7 years ago

      The data looks like this. I just randomly added this data. 

       

      IdCreatedDateResolvedDateIR StatusIR Q NameCurrent Date (UTC)
      IR4974899/26/2018 15:0011/26/2018 9:00ResolvedLevel 111/30/2018 19:09
      IR4974944/26/2018 15:015/26/2018 15:05ResolvedLevel 111/30/2018 19:09
      IR4974982/26/2018 15:03 ActiveLevel 211/30/2018 19:09
      IR49751410/26/2018 15:1810/26/2018 9:18ResolvedLevel 311/30/2018 19:09
      IR49747010/26/2018 14:5010/26/2018 14:54ResolvedOperations11/30/2018 19:09
      IR49749511/26/2018 15:0111/26/2018 15:05ResolvedOperations11/30/2018 19:09
      IR49750011/26/2018 15:0411/26/2018 9:05Active Level 111/30/2018 19:09
      IR3974891/26/2018 15:0010/26/2018 9:00ResolvedLevel 111/30/2018 19:09
      IR39749411/26/2018 15:0111/26/2018 15:05ResolvedLevel 111/30/2018 19:09
      IR39749811/26/2018 15:03 ActiveLevel 211/30/2018 19:09
      IR39751411/26/2018 15:1811/26/2018 9:18ResolvedLevel 311/30/2018 19:09
      IR39747011/26/2018 14:5011/26/2018 14:54ResolvedOperations11/30/2018 19:09
      IR39749511/26/2018 15:0111/26/2018 15:05ResolvedOperations11/30/2018 19:09
      IR39750011/26/2018 15:0411/26/2018 9:05ResolvedLevel 111/30/2018 19:09

       

      To clarify my ask

      1. The number of tickets open at the end any given month, by support group and total (all the support groups together)
      2. The average age of the open tickets every month, by support group and total (all the support groups together)
      3. The current average age of any open tickets by support group and total (all the support groups together)
      4. The age break down of any current open tickets by some buckets/bands like "<1 day", "1-3 days", "3-5 days", etc, by support group
      • v-jiascu-msft's avatar
        v-jiascu-msft
        Microsoft Employee
        7 years ago

        Hi gordykenmuir,

         

        Please provide more info. Please also download the demo in the attachment and point out what the result should be.

        1. What is the "age"? How can we calculate it?

        2. What is the "The current average age"?

        3. Can you post the expected result?

        Case-Ticket-Backlog-Age

         

        Best Regards,
        Dale