Applies To:

SharePoint On-premises and SharePoint Online

Description

This article describes the procedure to get the age of the ticket, that is, time taken to close the ticket. This is the difference in two time values captured on the Ticket: “Created” date and the “Closed Date”. We can use SharePoint Calculated Column to get the difference between these two date values. This calculated column can then be added to the required forms and views. We can also build reports based on this column.

Detailed Steps

Go to Application Administration –> Configure Lists –> Configure Tickets –> Create a calculated column as shown below:

Formula: = IF(ISBLANK([Closed Date]),"0",INT(([Closed Date]-[Created])*24)/24)

This calculated column will be populated with the time taken to close the ticket in days.

Note:

• Refer this article to add the new column to the Ticket forms
• Refer “Change View” section from this article to add this column to list views

Sample Report on Closed Age “Average Age of Tickets by Category”