Resolution Time Module

Predefined Content Guide › Business Logic Modules › Incident Management Business Logic Modules › Resolution Time Module

Resolution Time Module

All metrics that calculate a result based on the resolution time of the incidents/problems/changes use this module and use the same calculation method.

Resolution time of an incident is calculated as the elapsed time between when the incident was opened until a final solution was provided for it. The time in which the incident spent in pending status is removed from the resolution time. Also the time out of the time slot is removed from the resolution time.

Calculation Assumptions

Incident receives a single closed event. Any event after the closed event is considered as an event for a different/new incident.
In cases where the incident did not have an open event, usually because it started before the effective date of the contract, counting the resolution time starts from the beginning of the contract.
If the first event on an incident is not an open event, the task is marked as stopped.
Closed is the last event that can be received on a case.
Time out of a timeslot or exception time is not counted towards resolution time.
If an incident has more than one open event, the first one is taken as it's opening time.
If there is a calculation period in which no tickets were closed, the result for that period is null.
Incident is considered towards calculation in the period it was closed (not in the period it is resolved).

Module Interface

The following table lists the parameters.

Name	Description
TimeUnit	This is the Threshold time unit. For example, when the threshold is 3 days, the time unit is days.
TargetTime	The resolution time threshold in which each incident is compared to in order to calculate the percentage of incidents resolved within this threshold. For example, when the threshold is 3 days, the target time is days.
WhatToCalculate	Determines the resulting output at the end of the period. For example, when the threshold is 3 days, the target time is days.
Debug	Determines if in debug mode.

Module Dependencies

The following table lists the included modules.

Name	Description
Log Library (LL)	Library for enhanced logging functionality.
Time Counter Library (TCL)	Library used to keep track of entity time counters.
Aggregation Library (AL)	Library used to produce results for common calculations.
Parameter Kernel Library (PKL)	Library responsible for verifying and populating module parameters.
Parameters Overlay - Basic Action Library (POBAL)	Library responsible for verifying and populating some generic parameters.
Callback Kernel Library (CKL)	Library that enables the callback functionality.
Quick Metric Filtering (QM)	Filtering module required for Quick Metric functionality.
Quick Metric Mapping (QM)	Mapping module required for Quick Metric functionality.

Module Calculations (WhatToCalculate parameter)

Avg - Calculates the average resolution time for all incidents that were closed during the calculation period.
%WithinThreshold/Percent – Calculates the percentage of incidents with a resolution time within a threshold, for incidents closed during the calculation period.
CNTWithinThreshold – Calculates the number of incidents with a resolution time within a threshold, for incidents closed during the calculation period.
Min - Determines the closed incident with the shortest resolution time during the calculation period.
Max - Determines the closed incident with the longest resolution time during the calculation period.

Event Registration

See the list of event types under Incident Management Business Logic Modules.