Creating Average Age reports

The Average Age report provides data on tickets currently active in the workspace, grouped by assignees (individuals or teams). This report shows the average age of active tickets, allowing you to review the data in terms of performance.

Ticket counts and multiple assignees

Tickets assigned to multiple agents are included in the totals for each agent. If a ticket is assigned to multiple agents, it is counted for each of the assignees; if you have three agents assigned to a ticket, the ticket is counted three times. This means that the total number of tickets stated in this report may exceed the total number of tickets you see elsewhere.

To avoid duplication, you might configure an Assignment-type field in the related workspace, setting the permissions as Required, setting the Number of Assignees field to "1" and clearing the Allow Team Assignment check box. You could then select that field's values as parameters in this report and limit the number of duplicate results.

To create an Average Age report

  1. Click Service Analytics at the top right corner of the screen.
    The Service Analytics utility opens in a new window.
    A table listing the available reports appears at the top of the page. The Count field shows how many reports have been defined for each category.
  2. Click New and select Ticket Management > Average Age.
    The Report Settings page appears. The Report Type field is read-only.
  3. In the Report Setup section:
    1. In the Record Type field, select an item.
    2. In the Title field, type a descriptive name for this report.
    3. (Optional) In the Description field, add any notes to explain the purpose of this report.
    4. (Optional) To allow other users to access this report, in the Report Visibility Is field, select Shared.
      If you accept the default of Private, no other users can access this report. If you select Shared, only users authorized with at least read-only rights to the selected workspace can view this report.
    5. (Optional) If you want this report to be available as a console widget, in the Make Available In field, select Consoles.
      The next scheduled run date appears below this field. The options in the Configurations and Filters sections vary based on your selections in the Report Setup section.
  4. In the Configurations section:
    1. (Optional) In the Saved Search field, select a search to find the data for this report. To create a new search, click the Create a new saved search link. When the search is saved, click the Refresh icon next to the Saved Search field to update the list.
      For more information, see Using Advanced Search and saving searches.
    2. (Optional) In the Time Boundaries field, select the maximum number of hours or days.

    3. In the Measure Time In field, select Days.

    4. (Optional) To include all time spent and ignore the lifecycle reporting settings defined for the ticket, select Include time spent regardless of status.
    5. In the Measurement Type field, select Clock hours.
    6. (Optional) In the Assignment field, select Assignees.
  5. In the Filters section:
    1. In the Rows field, select a category for the data rows.
      For more information about defining filter criteria, see Defining filters for reports.
    2. (Optional) In the Columns field, select a format for the data columns.
      Do not select the same category as you selected for Rows. You cannot display the same data category both as a row and a column.
    3. (Optional) In the Values field, select a value.
    4. (Optional) In the Filter field, select a filter.
    5. (Optional) In the View field, select the report graphs that you want available for the displaying on the Dashboard.
      As you make selections in the Filters section, the sample report shown in the bottom half of the page will refresh to show the impact of your changes.
    6. Click Apply changes.
  6. In the Table section, review the sample report. To review the most current data, click Refresh.
    The available report formats for this type of report appear below the Table section. Generally, there is a Chart format and one or two additional formats such as Heatmap.
    1. Review the report samples to verify that your settings are returning the data you need.
    2. (Optional) In the format sections, select display options to change the default views.
    3. (Optional) Make additional changes to the report, click Apply changes and review the updated results in the bottom sections of the page.
  7. When you have finished defining your report, click Save.
    A confirmation message appears.

Related topics

Configuring reports

Editing reports

Running reports

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