Find time between one fixed row and one variable row

[Anonymous]

Hello, I hope some can help me, i have a data table with this columns

- TicketID

- Ticket creation date

- Last action

- Date/time of last action

Actions can be things like giving a priority to the ticket or give a solution to the customer. For every action in a ticket a new table row is created.

I want to create something that shows me the average time between the giving a priority to a ticket action and the first action that follows on giving a priority to a ticket. The difficulty is that the action that follows on giving a priority to a ticket varies.

Can someone help me with how to get this done?

[v-yulgu-msft · Accepted solution]

Hi @Anonymous,

It looks like there existing more than one records where Action is set to "Set Priority to regular" per Ticket ID. If so, please try below suggestion. 

First, add a calculated column in Table1.

Index =
RANKX (
    FILTER ( 'Table1', Table1[TicketID] = EARLIER ( Table1[TicketID] ) ),
    Table1[Action date/time],
    ,
    ASC,
    DENSE
)

Then, add measure [Average] into a card visual.

Timediff =
VAR _CurrentActiontime =
    SELECTEDVALUE ( Table1[Action date/time] )
VAR _NextActiontime =
    CALCULATE (
        SELECTEDVALUE ( Table1[Action date/time] ),
        FILTER (
            ALLEXCEPT ( Table1, Table1[TicketID] ),
            Table1[Index]
                = MAX ( Table1[Index] ) + 1
        )
    )
VAR diff =
    IF (
        SELECTEDVALUE ( Table1[Action] ) = "Set priority to regular",
        DATEDIFF ( _CurrentActiontime, _NextActiontime, SECOND ),
        BLANK ()
    )
RETURN
    diff

Average =
AVERAGEX ( ALLSELECTED ( Table1 ), [Timediff] )

Best regards,

Yuliana Gu

[Anonymous]

@v-yulgu-msft this does the trick! Thank you very much for your help!

@AlB also many thanks for all your help!

[AlB]

Hi @Anonymous

Can you post sample data or share the pbix? It'd be easier to help out like that

[Anonymous]

Sure, this is the sample data. I hope this helps, thank you for your help.
TicketID Ticket created Action Action date/time

152111	7-1-2019 15:03:09	Ticket created	7-1-2019 15:03:09
152111	7-1-2019 15:03:09	Set priority to regular	7-1-2019 15:25:00
152111	7-1-2019 15:03:09	Give solution to customer	7-1-2019 16:01:03
152111	7-1-2019 15:03:09	Ticket closed	7-1-2019 16:02:01

[AlB]

@Anonymous

What do you exactly mean by 'giving priority to a ticket'? Is this when 'Action' is set to "Set priority to regular"?

Do you want to see the time between when 'Action' is set to "Set priority to regular" and whatever comes immediately afterwards for a specific TicketID?

Providing an example with your sample data would probably help clarify 

[Anonymous]

@AIB Yes i mean exactly what you are saying. With giving a priority to a ticket i indeed mean the action set priority to regular in the example table. And i indeed want the time between when 'Action' is set to "Set priority to regular" and whatever comes immediately afterwards that for a specific ticket ID. I want to give you all the sample data that you need, but i don't know what data you want extra besides the example table that i allready posted above.

[AlB]

@Anonymous

And how would the average have to be calculated exactly? Is it the average of that period of time you just described across all TicketIDs?

[Anonymous]

Yes exactly, something like this: - Ticket A took 5 minutes between the set priority and following action - Ticket B took 3 minutes between the set priority and following action - Ticket C took 15 minutes between the set priority and following action The average has to be the average of 5, 3 and 15 minutes Many thanks for your help.

[AlB]

@Anonymous

Try this measure in a card visual for instance:

AvgTimeCreation2Priority =
VAR _AuxTable =
    SUMMARIZECOLUMNS (
        Table1[TicketID];
        "Time2Next";
        VAR _CreationTime =
            VALUES ( Table1[ Ticket created] )
        VAR _NextActiontime =
            FIRSTNONBLANK (
                CALCULATETABLE (
                    VALUES ( Table1[ Action date/time] );
                    Table1[ Action date/time] > _CreationTime
                );
                1
            )
        VAR _TimeDiffMins = ( _NextActiontime - _CreationTime )* 24 * 60
        RETURN
            _TimeDiffMins
    )
RETURN
    AVERAGEX ( _AuxTable; [Time2Next] )

where Table1 is the name of your table. Do note that the result is in minutes (ex.  2 mins 30 seconds will show as 2,5). You can convert that into mins:secs format if you so need.

[Anonymous]

This looks great and when i use it on a card visual i get data. The only doubt i have is, does this use the rows with "set priority to" as start date/time? Maybe it's my beginner knowledge of PowerBI but i don't understand how this measure does that.

[AlB]

@Anonymous

Sorry, you're right. I misread and was taking the creation time as initial time. This is the updated version. As you see you can use this pattern with minor variations to extract the time period you are interested in.

AvgTimeSetPriority2Next =
VAR _AuxTable =
    SUMMARIZECOLUMNS (
        Table1[TicketID];
        "Time2Next";
        VAR _SetPriorityTime =
            CALCULATE (
                VALUES ( Table1[ Action date/time] );
                Table1[Action] = "Set priority to regular"
            )
        VAR _NextActiontime =
            FIRSTNONBLANK (
                CALCULATETABLE (
                    VALUES ( Table1[ Action date/time] );
                    Table1[ Action date/time] > _SetPriorityTime
                );
                1
            )
        VAR _TimeDiffMins = ( _NextActiontime - _SetPriorityTime ) * 24 * 60
        RETURN
            _TimeDiffMins
    )
RETURN
    AVERAGEX ( _AuxTable; [Time2Next] )

[Anonymous]

Thank you for al your kind help, i really appreciate it. I have tried the updated version but now receive the error "A table of multiple values was supplied where a single value was expected" Do you have any idea what causes this?

[AlB]

@Anonymous

Hmmm... I ran a quick test and it's working fine. Maybe you have more than one row for a TicketID with Action "Set priority to regular"?