The user needs at least rights to this statistic. In addition, only data on groups and main groups to which the user has at least read rights are displayed.

Technical information

The data of the evaluation are prepared with the following SQL:

TICKET_DLZ

with TICKET_AKTIV as
(
select SUM(TA.DLZ) / count(*) DLZ_DURCHSCHNITT, TA.ENDE_KEY, TA.ENDE_KEY_NAME + ' (' + cast(count(*) as varchar) + ')' ENDE_KEY_NAME, count(*) as ENDE_KEY_COUNT
from FACT_TICKET_DLZ TA 
where TA.START_ZEIT >= :date_from and TA.ENDE_ZEIT <= :date_to 
and TA.AKTIV = 1 
and (:user_ogrnr_ISNULL = 1 OR TA.OGRNR in (:user_ogrnr)) and (TA.OGRNR in (select po.ogrnr from pwogrupp po where po.recht >= 1 and po.name = :INNO_USER))
and (:user_grnr_ISNULL = 1 OR TA.GRNR in (:user_grnr)) and ((TA.OGRNR in (select po.ogrnr from pwogrupp po where po.recht >= 1 and po.name = :INNO_USER)) OR TA.GRNR = -1 OR TA.GRNR IS NULL)
group by TA.ENDE_KEY, TA.ENDE_KEY_NAME 
), TICKET_INAKTIV as
(
select SUM(TA.DLZ) / count(*) DLZ_DURCHSCHNITT, TA.ENDE_KEY, TA.ENDE_KEY_NAME + ' (' + cast(count(*) as varchar) + ')' ENDE_KEY_NAME, count(*) as ENDE_KEY_COUNT
from FACT_TICKET_DLZ TA 
where TA.START_ZEIT >= :date_from and TA.ENDE_ZEIT <= :date_to 
and TA.AKTIV = 0 
and (:user_ogrnr_ISNULL = 1 OR TA.OGRNR in (:user_ogrnr)) and (TA.OGRNR in (select po.ogrnr from pwogrupp po where po.recht >= 1 and po.name = :INNO_USER))
and (:user_grnr_ISNULL = 1 OR TA.GRNR in (:user_grnr)) and ((TA.OGRNR in (select po.ogrnr from pwogrupp po where po.recht >= 1 and po.name = :INNO_USER)) OR TA.GRNR = -1 OR TA.GRNR IS NULL)
group by TA.ENDE_KEY, TA.ENDE_KEY_NAME 
)
, TICKET_ALL as
(
select SUM(TA.DLZ) / count(*) DLZ_DURCHSCHNITT, TA.ENDE_KEY, TA.ENDE_KEY_NAME + ' (' + cast(count(*) as varchar) + ')' ENDE_KEY_NAME, count(*) as ENDE_KEY_COUNT
from FACT_TICKET_DLZ TA 
where TA.START_ZEIT >= :date_from and TA.ENDE_ZEIT <= :date_to 
and (:user_ogrnr_ISNULL = 1 OR TA.OGRNR in (:user_ogrnr)) and (TA.OGRNR in (select po.ogrnr from pwogrupp po where po.recht >= 1 and po.name = :INNO_USER))
and (:user_grnr_ISNULL = 1 OR TA.GRNR in (:user_grnr)) and ((TA.OGRNR in (select po.ogrnr from pwogrupp po where po.recht >= 1 and po.name = :INNO_USER)) OR TA.GRNR = -1 OR TA.GRNR IS NULL)
group by TA.ENDE_KEY, TA.ENDE_KEY_NAME 
)
 
select pk.PKey, pk.Beschreibung, ta.DLZ_DURCHSCHNITT as DLZ_AKTIV, ta.ENDE_KEY_COUNT as KEY_COUNT_AKTIV, ti.DLZ_DURCHSCHNITT as DLZ_INAKTIV, ti.ENDE_KEY_COUNT as KEY_COUNT_INAKTIV, tall.DLZ_DURCHSCHNITT as DLZ_ALL
, tall.ENDE_KEY_COUNT as KEY_COUNT_ALL
from prokey pk 
left outer join TICKET_AKTIV ta on ta.ENDE_KEY = PKey 
left outer join TICKET_INAKTIV ti on ti.ENDE_KEY = PKey 
left outer join TICKET_ALL tall on tall.ENDE_KEY = PKey 
 
where not tall.DLZ_DURCHSCHNITT is null
 
order by dlz_all desc

The interface of the evaluation is stored in the following data set in the "Statistic_UI":

INSERT Ticket processing time

INSERT INTO STATISTIC_UI (ID, NAME, STATISTIC_CONFIGURATION, STATISTIC_CONTROLLER, CATEGORY_ID, DELETED, DESCRIPTION, IS_INTERNAL, OVERRIDDEN_BY)
VALUES ('{13540FB3-149E-4ED1-86F9-0A7BD09B06A8}4', 'Ticket Durchlaufzeit', '{
  "type": "STATISTIK",
  "rows": [
    {
      "type": "ROW",
      "rowItems": [
        {
          "type": "CHART",
          "width": "12",
          "uid": "c328d1fe-2b28-4a8a-ba3c-0cb6cb5a3dc8",
          "titel": "{{{Statistik.DurchlaufzeitinTagen}}}",
          "label": "",
          "dataUrl": "api/dynamicapi/{205C8FC4-03D9-4C75-9634-CE9A6C9B7E72}9/GetData",
          "exportTemplate": "",
          "chartSettings": {
            "theme": "bootstrap",
            "series": [
              {
                "type": "column",
                "field": "DLZ_ALL",
                "colorField": "",
                "color": "lightblue",
                "name": "{{{Standard.Alle}}}",
                "categoryField": "BESCHREIBUNG",
                "labels": {
                  "rotation": "",
                  "visible": false,
                  "template": "",
                  "position": ""
                }
              },
              {
                "type": "column",
                "field": "DLZ_AKTIV",
                "colorField": "",
                "color": "lightsalmon",
                "name": "{{{WebSMS.Ticket.Offen}}}",
                "categoryField": "BESCHREIBUNG"
              },
              {
                "type": "column",
                "field": "DLZ_INAKTIV",
                "colorField": "",
                "color": "lightgreen",
                "name": "{{{WebSMS.Ticket.Geschlossen}}}",
                "categoryField": "BESCHREIBUNG"
              }
            ],
            "categoryAxis": {
              "field": "BESCHREIBUNG",
              "labels": {
                "rotation": "70"
              }
            },
            "valueAxis": null
          },
          "pageSize": "20",
          "dataSource": {
            "dataUrl": "api/dynamicapi/{205C8FC4-03D9-4C75-9634-CE9A6C9B7E72}9/GetData",
            "_Object_Type": "sql"
          },
          "drilldown": {
            "statisticId": "{13540FB3-149E-4ED1-86F9-0A7BD09B06A8}12",
            "sourceField": "PKEY",
            "destField": "pkey",
            "hideInputControls": "false"
          }
        }
      ],
      "uid": "cf2cee07-23a2-49e8-920f-4e9bc59568ca"
    }
  ],
  "parameters": [
    {
      "type": "DATE",
      "width": "7",
      "label": "{{{Standard.Von}}}",
      "name": "date_from",
      "uid": "005ea12d-d48d-418c-b441-9f424c52729b"
    },
    {
      "type": "DATE",
      "width": "7",
      "label": "{{{Standard.Bis}}}",
      "name": "date_to",
      "uid": "61935010-8917-4cf5-bf83-fd1f17af7638"
    },
    {
      "type": "MULTISELECT",
      "width": "12",
      "uid": "ba342db4-907e-4152-825c-411a69b158bf",
      "name": "user_grnr",
      "label": "{{{Field.Ressource.gruppe}}}",
      "dataUrl": "api/dynamicapi/{205C8FC4-03D9-4C75-9634-CE9A6C9B7E72}2/GetData",
      "keyField": "GRNR",
      "valueField": "GRUPPE"
    },
    {
      "type": "MULTISELECT",
      "width": "12",
      "uid": "05e6259a-8e43-40ee-9479-91cb6f4115ed",
      "name": "user_ogrnr",
      "label": "{{{Statistik.Obergruppe}}}",
      "dataUrl": "api/dynamicapi/{205C8FC4-03D9-4C75-9634-CE9A6C9B7E72}1/GetData",
      "keyField": "OGRNR",
      "valueField": "OBERGRUPPE"
    }
  ],
  "settings": {
    "type": "SETTINGS"
  }
}', '
var controller={};

controller.getInitialValues = function(paramsFromStorage){
    
  if (paramsFromStorage) {
      return paramsFromStorage;
  }

  var Jahr = new Date().getFullYear();
  return {
        date_from: ''01.01.'' + Jahr,
        date_to: ''31.12.'' + Jahr
    };
}

controller;
', 4, 0, 'Durchschnittliche Durchlaufzeit der Tickettypen: Zeitraum von der Erstellung des Tickets bis zum Abschluss der letzten Stufe.

Klick auf den Balken (Drilldown) verweist auf eine Liste mit allen Tickets, die den Filterkriterien entsprechen.

Filter:

Start - Ende
Gruppe unter Berücksichtigung der Benutzerberechtigung (mind. Lesezugriff). Wird keine Gruppe gewählt, werden die Tickets mit eingeschlossen, deren Gruppenzugehörigkeit nicht gesetzt ist.
Obergruppe unter Berücksichtigung der Benutzerberechtigung (mind. Lesezugriff). Geprüft wird die Berechtigung des Benutzers auf die Obergruppe der dem Ticket zugewiesenen Adresse.

', 1, NULL);