Is it possible to report the calculation of collective 'Open' state time where the clock is not 'Stalled'?

i.e. open time - stalled time = actual time to resolve

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Answers (2)

Posted by: barchetta 1 month ago
Third Degree Brown Belt

Interesting question.. there is a thread discussing Kace's lack of reports with standard practice service desk metrics.  Here's the problem, Kace keeps ZERO metrics in the DB.  Yep, you wont find an report that gives you ticket open time.  The report Wizard doesnt have any math in it.. so you are on your own to write a sql script, use power-bi or the API to make your own metrics. 

If Im wrong someone chime in.

Posted by: Hobbsy 1 month ago
Red Belt


What is it with you kiwi's and your service desks ?? ;o)

We still have some old SQL that works great and shows the time duration the ticket has been open and the stalled time when a ticket is moved into an on hold state. It is a little bit less flexible that the standard built in SLA stuff with regards to working time, but I think it can yield better results

Perhaps you'd like to get in touch and we can discuss?

In the meantime, keep the pressure up on KACE product management, it really is about time they took a cold hard look at this and maybe, just maybe, actually added some ne functionality that everyone wants......

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