Hi All,
I am recently started using Power BI and have managed to build some useful reports . The data in my Power BI desktop is coming from Jira and I have used Rest API's for the integration .
I have to build 2 new reports as below ( It's basically for 2 users in the team who are handling tickets with quite high velocity and we need to get details on how they are doing)
1. What the average handle time per ticket is (i.e. total time worked on tickets / no. of tickets handled)
2. What their closure rate is (i.e. No. of tickets closed / no. of tickets handled)
Can anyone please help me how to acheive this?
My Data table for helpdesk tickets looks like below:
| IssueID | ResolutionDesc | ResolutionName | IssueType | RAG | ProjectFundingOrNo | AggregateTimeSpent | Workratio | ReporterName | IsReporterActive | WatchCount | IsWatching | Impact(L/M/H) | UpdateDate | PriorityName | Priority.Id | IssueDateCreated | IssueTimeCreated | AssigneeName | DueDate | Status | Status.Id | StatusCategoryKey | StatusCategoryColorName | StatusCategoryName | issues.fields.aggregatetimeestimate | CreatorName | IsCreatorActive | TicketType | IssueTimeSpent | issues.fields.customfield_10311.value | ResolutionDate | ResolutionTime | issues.fields.customfield_10006 |
| 7 | Work has been completed on this issue. | Done | Service Request | | Project Funding | | -1 | Salo, Sabrina | True | 1 | False | | 2023-04-26T09:59:02.000+0100 | High | 2 | ######## | ######## | Pilana Withanage, Gihan Kanishka | ######## | Closed | 3 | done | green | Done | | Salo, Sabrina | True | Requirement | | Low | 26-Apr-23 | ############# | |
| 13 | Work has been completed on this issue. | Done | Service Request | | No Funding Required | | -1 | Overton, Philip | True | 1 | False | | 2023-04-25T09:13:37.000+0100 | Medium | 3 | ######## | ######## | Percy, Jonathon | | Closed | 3 | done | green | Done | | Overton, Philip | True | Requirement | | Low | 25-Apr-23 | ############# | |
| 17 | Work has been completed on this issue. | Done | Service Request | | No Funding | | -1 | Orr, Gillian | True | 1 | False | | 2023-04-24T12:04:33.000+0100 | Highest | 10200 | ######## | ######## | Pilana Withanage, Gihan Kanishka | ######## | Closed | 3 | done | green | Done | | Orr, Gillian | True | Requirement | | Low | 24-Apr-23 | ############# | |
| 19 | Work has been completed on this issue. | Done | Service Request | | No Funding | | -1 | O'Shea, Conor | True | 2 | False | | 2023-04-26T10:56:34.000+0100 | High | 2 | ######## | ######## | Akbar, Nasir | ######## | Closed | 3 | done | green | Done | | O'Shea, Conor | True | Requirement | | Low | 26-Apr-23 | ############# | |
| 20 | Work has been completed on this issue. | Done | Service Request | | No Funding Required | | -1 | Houston, Scott | True | 0 | False | | 2023-04-24T09:08:46.000+0100 | Medium | 3 | ######## | ######## | Mason, Robin Benjamin | | Closed | 3 | done | green | Done | | Houston, Scott | True | Requirement | | Low | 24-Apr-23 | ############# | |
