counting results of a calculation

tableaucommunity@tableau.com — Mon, 03 Nov 2014 20:04:31 GMT

I apologize if this has been posted before, but I haven't been able to find anything that actually answers this...

I am looking for a way to calculate a first day resolution based on a ticket's open and closed dates.

I can use the DATEDIFF forumula to caculate the difference between the two dates.

What I need is to count how many results come back as 0. This will tell me the total number of tickets that have no difference between the two dates, which would be the total number of tickets that were resolved the same day they were opened.

The next step would be to calculate out the percentage of total tickets that were resolved same day.

In Excel it's really simple, but I can't seem to figure out how to do a similar count in Tableau.

The attached Excel has sample data, as well as the calculations. If Tableau only has the tickets with open and close dates (nothing else) is this possible to calculate out?

calculated field for evaluating SLA stats

tableaucommunity@tableau.com — Thu, 09 Oct 2014 04:02:36 GMT

New to Tableau and LOVE it so far! I am thrilled with all it can do. I'm hoping I can get some assistance, and I apologize if this has been posted somewhere else.

I have setup a chart that shows priority level, a ticket number, the created date/time and the resolved date/time for the ticket. I have a calculated field setup that provides me with the hours between the open and closed times. The code I am using for that is below and retuns all time in hours

DATEDIFF("minute",[Resolved],[Created])*-1/60

What I need to do now is figure out if that duration exceeds, meets or misses our SLA for each of our 4 different priority types.

Priority levels are 1-4

SLA for each:

P1 - 1-4 hours

P2 - 1-16 hours

P3 - 1-40 hours

P4 - 1-80 hours

I am able to do this with a calculated field for each scenario individually

Example: IF [Duration]<1 THEN "Exceeds" END will add Exceeds to all the SLAs that are less than 1, which notes we exceeded our SLA level for that issue. This is okay, but it makes the chart look crazy and requires a ton of filtering to see what is needed

What I don't know how to do is combine all those lines of code to just have 1 column on the chart show SLA Status, which would be either Exceeds, Meets, or Misses.

It does get a bit more complicated. P1 and P2 clocks don't have a pause on them, the ticket age is exacatly what the difference is between open and close.

P3 and P4 tickets are only worked during normal business hours - Monday-Thursday 7:30am-10pm, Friday 7:30am to 10:30pm, Saturday 8am to 7pm, closed Sunday. It would be fantastic to find a way to calculate a P3 and 4 only based on true business hours.

I don't know if Tableau can do all of that, so I would settle for just treating all Priority levels the same.

Any help is apprecaited. Let me know if I need to post a workbook, I would have to change it up a bit first though.

Thanks in advance for your help!

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counting results of a calculation

calculated field for evaluating SLA stats