2818636 - Key Figure Age(s) Brings Unexpected Values

When using the key figure Age(s) in Tickets reports, you are seeing unexpected values.

SAP Cloud for Customer

Reproducing the Issue

1. Go to the Business Analytics work center.
2. Go to Design Data Sources.
3. Search for the respective Data Source (e.g. Ticket).
4. Click Preview.
5. Run the Data Source.
6. Go to Available Fields.
7. Add key figure Age(s).
8. Run the Data Source.

In the results, you see the key figure Age (s) is showing unexpected values. You are expecting to see the time in seconds which the Ticket took to be processed, but it is showing a different result.

The key figure Age(s) brings the value in seconds, which calculate the ticket age. It means the total time (in seconds) since the ticket was created until the current day.

In other words, the key figure Age (s) represents the time period between the key figure Created On and the current day.

If you are looking to see the processing time of one Ticket, you may use the key figure named Resolution Duration. This key figure brings the time that a ticket took to be completed, between the Created On and Completed On values. This key figure shows the value in seconds (s).

Further key figure explanation from standard data source Ticket (technical ID CRMSRQHB):

• Lead Time (ID DOC_LEAD_TIME): Lead time is the same as Ticket Handling Time. Lead Time / Ticket Handling Time = Ticket Reported On – Request Finished Time Point . It is recalculated when the ticket is set to "Customer Action"/"Completed".
• Total Time at Process (ID DDT_TOT_PRO_DU): Total time spent with the processor. It is calculated based on the assignment status "Requester action".
• Created On (ID KF_CREATED_ON): Date when a ticket is created in the system.
• Reported On/Posting Date (ID KF_REPORTED_ON): Date when a ticket was reported on. It can be different from the Created On date.
• Total Time at Request (ID KF_TOT_REQ_DU): Total time spent with the requester/customer.
• Total Time at Process (ID KF_TOT_PROC_DU): Total time spent with the processor.

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