Within the Analytics module you can create multiple widgets regarding the time spent of a ticket. You can see how long a ticket has spent in business hours and in calendar hours. But one important metric is missing: Time spent in SLA hours. This metric should be a combination of the business hours, SLA timer running and the SLA applied to the ticket.
With this new metric we can track tickets that have a close to violating SLA status. Because most of the time this indicates to more complex request from our customer. Specific knowledge is necessary to answer the question of the customer.
We try to replicate the metric by measuring the time spent during business hours in hour SLA timer statuses (Open and Pending). But somehow we get different results with the “SLA resolution %” metric. For example: the applied SLA should be 45 hours as resolution time (5 business days with 9 hours per day). SLA Resolution time is 100% but ticket has spent 46.04 hours in the SLA timer statuses “Open” and “Pending”.
