Using DATE_LAST_FIX for Final Ticket Resolution Dates
How do I find the final ticket resolution date using DATELASTFIX?
The DATELASTFIX function helps you find the final resolution date of tickets that may have been resolved and reopened multiple times.
To create this report, use the Support: Updates history dataset. Create a calculated metric named 'Final resolutions' with the formula:IF ([Changes - Field name]="status" AND [Changes - Previous value]!="solved" AND ([Changes - New value]="solved" OR [Changes - New value]="closed") AND DATE_LAST_FIX([Update - Timestamp], [Update ticket ID], [Changes - Field name], [Changes - New value])=[Update - Timestamp]) THEN [Update ID] ENDIF. Set its default aggregator to COUNT. Add the 'Resolutions' and 'Final resolutions' metrics to the report builder. In the Filters panel, add the 'Update - Date' attribute to show updates from the last 30 days. This report will display the total number of resolutions and final resolutions.
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