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We have a set of tickets that trigger an approval to a user’s manager.
I can get the overall time from ticket until resolution, but I’d like to know the splits between how long the approval part took, and then how long it took us to reach resolution. This would allow me to analyse where the process is slowing down.
Is that something that we can get reported on for this type of ticket?
 

You can start a blank report and pull in a chart. type approval into the filter and it will give you elapsed time as a metric to use. Then if needed you can export the underlying data to excel.

 

Thanks - that should work nicely :) 

Hm - except that this isn’t a ticket metric so I don’t see how to combine with a filter by Tag or ticket title etc.  Any further advice welcome!

Hi there, 
Greetings

 

You may use the below filter options within the ticket metric to view both elapsed time and time taken for approval.

Please refer to the screenshot below for your reference.

 


I hope this helps !

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