Handling time (Solved)

[ahmedvolks]

Hello,

I need to calculate the handling time for the tickets

2024-01-30_21-30-09.png (6.88 KiB) Viewed 250 times

.
The status #is (333) of the ticket is a drop-down list (New (206), Open (207), Closed (208))

2024-01-30_21-33-40.png (8.26 KiB) Viewed 250 times

2024-01-30_21-37-14.png (25.36 KiB) Viewed 250 times

I am here using the MySQL formula:

case
when ([333]=(208) then ([date_updated]-[date_added])/86400)
end

My next step is to generate a chart report with category handling time (like mail requests or mail incidents).


Thanks in advance
Reda

[dhickey76]

I feel like this would be better handled using the Dynamic date field. Create a dynamic date formula to calculate the date range in timestamp format then convert to seconds. You can use the dynamic date field in reports.

[ahmedvolks]

Thank you for your reply. I used the MySQL formula:

CONCAT(
IF(([1627]= (1081)),
((floor(([date_updated]-[date_added])/86400))), 0), 'D:',

LPAD(IF(([1627]= (1081)), (floor((([date_updated]-[date_added])/3600) - ([1628]*24))), 0), 2, 0), 'h:',

LPAD(IF(([1627]= (1081)), (ROUND((([date_updated]-[date_added])/60)-(([1632]*60)+([1628]*24*60)))), 0),2,0), 'm'
)
1

2

3

2024-02-16_20-28-12.png (17.74 KiB) Viewed 139 times

4