Hi,
I’m hoping to get some help from the community with a custom metric in Analytics. I have reviewed the helpdesk articles, but haven’t found something that has similar samples to work with.
We currently have a special type of ticket called Project, with a custom ‘Due Date’ field (we are not using the standard SLAs linked to the priority on these tickets as those are project work related and the SLAs are set by us based on the project itself). We are trying to built a custom metric to calculate SLAs based on that Due Date field. Example: If the resolution date is > Due date then it’s violated our SLA, if the resolution date is <= Due date then ticket resolved within SLA.
We’ve never had to create custom metrics so we’re newbies when it comes to the required formulas.
Anyone knows if this can be done?
