This question was asked a few years ago by bhota, but it did not appear to be answered.
A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application.
The field Resolution Time in Bhrs is imported as a whole number and shows a number like 58453000 which does not make any sense because the ticket the actual data is something like 16hrs 14mins
It imports as a whole number and when you try and change to a time it errors out
Best answer by Amrit Mishra
@joestract In data exports, the column/field ‘Resolution Time in Bhrs’ doesn’t display the time duration as a string/text but in a numeric format that should represent the number of hours taken to resolve the ticket. However, as you’ve rightly pointed out, currently the value is a very high number instead of the actual no. of hours taken for resolution. This is because, this column currently displays the time in milliseconds instead of hours. In your example, 58453000/3600000 will return the correct resolution time in business hours. However, I acknowledge this as an issue, will plan to get it fixed and share an update here.
@joestract In data exports, the column/field ‘Resolution Time in Bhrs’ doesn’t display the time duration as a string/text but in a numeric format that should represent the number of hours taken to resolve the ticket. However, as you’ve rightly pointed out, currently the value is a very high number instead of the actual no. of hours taken for resolution. This is because, this column currently displays the time in milliseconds instead of hours. In your example, 58453000/3600000 will return the correct resolution time in business hours. However, I acknowledge this as an issue, will plan to get it fixed and share an update here.
@Mohammed El-Cheikh We are working on this. Please note, however, that ‘in business hours’ doesn’t mean that the value should be in ‘business hours’. Rather, it signifies that the metric is calculated based on activities taking place ‘within the business hours of the organization’. The data that gets exported is always in milliseconds. However, this is not apparent to users and we acknowledge this as an issue. We are planning to add an indicator in the column header/field name to make it explicit that the value is in milliseconds and not in hours.
Is it possible to change the time metric to display minutes and seconds on the widget? I don’t want my report to display milliseconds as it is not easy to understand. See this example- I don’t want my managers to have to manually divide every number to know how much time it is taking.
@Cblake There’s a way to convert the format of time duration from milliseconds to a different unit of measure in a widget. Using this feature you can convert the time to be reported in seconds, minutes, hours, days, weeks, and so on. This option appears on the top right of the page when you expand the widget on the report. Here’s a screenshot of that option. Please see if this helps.
