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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...
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v-jiascu-msft's avatar
v-jiascu-msft
Icon for Microsoft Employee rankMicrosoft 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