Average Ticket Age Backlog Timeline (Not by ticket create)

Hello Mani,

You can do this in Explore using a custom metric. I have created an example I will share the screenshots of it here with you. Here is the metric I created to get that age of tickets in days.

Then I created the report like this.

I hope this helps!

Best,

Chris H

Hi Chris,

Even I had the same question, when I tried the above query I got syntax error, 
and im expecting differences in hours. not days. Need your help

Thanks
Ranga

Ranga

We can make this a little simpler:

IF [Ticket status - Unsorted]="Solved" or [Ticket status - Unsorted]="Closed"
THEN DATE_DIFF([Ticket solved - Timestamp],[Ticket created - Timestamp],"nb_of_days")
ELSE
DATE_DIFF( NOW() ,[Ticket created - Timestamp],"nb_of_days")
ENDIF

To age in hours rather than days, change the "nb_of_days" parameter to "nb_of_hours":

IF [Ticket status - Unsorted]="Solved" or [Ticket status - Unsorted]="Closed"
THEN DATE_DIFF([Ticket solved - Timestamp],[Ticket created - Timestamp],"nb_of_hours")
ELSE
DATE_DIFF( NOW() ,[Ticket created - Timestamp],"nb_of_hours")
ENDIF

Hey Graeme,

Thanks for your help. it worked.