Forum Discussion
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...
Hi gordykenmuir,
Can you share a dummy sample, please?
How can we calculate the age from your data?
What is "total"?
Best Regards,
Dale
The data looks like this. I just randomly added this data.
| Id | CreatedDate | ResolvedDate | IR Status | IR Q Name | Current Date (UTC) |
| IR497489 | 9/26/2018 15:00 | 11/26/2018 9:00 | Resolved | Level 1 | 11/30/2018 19:09 |
| IR497494 | 4/26/2018 15:01 | 5/26/2018 15:05 | Resolved | Level 1 | 11/30/2018 19:09 |
| IR497498 | 2/26/2018 15:03 | Active | Level 2 | 11/30/2018 19:09 | |
| IR497514 | 10/26/2018 15:18 | 10/26/2018 9:18 | Resolved | Level 3 | 11/30/2018 19:09 |
| IR497470 | 10/26/2018 14:50 | 10/26/2018 14:54 | Resolved | Operations | 11/30/2018 19:09 |
| IR497495 | 11/26/2018 15:01 | 11/26/2018 15:05 | Resolved | Operations | 11/30/2018 19:09 |
| IR497500 | 11/26/2018 15:04 | 11/26/2018 9:05 | Active | Level 1 | 11/30/2018 19:09 |
| IR397489 | 1/26/2018 15:00 | 10/26/2018 9:00 | Resolved | Level 1 | 11/30/2018 19:09 |
| IR397494 | 11/26/2018 15:01 | 11/26/2018 15:05 | Resolved | Level 1 | 11/30/2018 19:09 |
| IR397498 | 11/26/2018 15:03 | Active | Level 2 | 11/30/2018 19:09 | |
| IR397514 | 11/26/2018 15:18 | 11/26/2018 9:18 | Resolved | Level 3 | 11/30/2018 19:09 |
| IR397470 | 11/26/2018 14:50 | 11/26/2018 14:54 | Resolved | Operations | 11/30/2018 19:09 |
| IR397495 | 11/26/2018 15:01 | 11/26/2018 15:05 | Resolved | Operations | 11/30/2018 19:09 |
| IR397500 | 11/26/2018 15:04 | 11/26/2018 9:05 | Resolved | Level 1 | 11/30/2018 19:09 |
To clarify my ask
- The number of tickets open at the end any given month, by support group and total (all the support groups together)
- The average age of the open tickets every month, by support group and total (all the support groups together)
- The current average age of any open tickets by support group and total (all the support groups together)
- 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
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?
Best Regards,
Dale