column chart for closed tickets

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Akondi sudheer

October 30, 2019 11:13

We are planning to design a column chart for closed tickets. We have 3 types of severity (High, medium and low) . We are getting values for closed tickets, but we are not getting SLA (in percentages) from backend data source. How to calculate it.

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  David Hertzberg November 01, 2019 10:49

  Hi Akondi,

  I guess you need the number of opened tickets, then you can add a formula like COUNT(Closed Tickets) / COUNT(Opened Tickets). Depending on our data structure, you can then add filters/split by severity in various ways to calculate different KPIs. I would rather import that kind of datas. If you import directly SLAs you will have less flexibility for working on different KPIs and let your users slice the data.

  Best, David.

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  Akondi sudheer November 01, 2019 11:31

  I want number of closed tickets. I am getting the numbers for closed tickets, but I want SLA. It is not coming directly from data base. We have to calculations. I am using the calculation as (count(severity tickets)/count(total closed))*100. But that percentage is not correct.

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  Nathan Giusti November 13, 2019 15:38

  Hey Akondi

   

  Start by looking at the numbers for  count(severity tickets) and count(total closed) independently and see whether one or the other or both values is off and then troubleshoot from there. I can't offer more help without additional details. 

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