Can someone help us with an analysis in Grafana? We are interested to get the average processing time of a ticket and the average processing time between ticket creation and the first reaction.
Which fields need to be addressed?
Which data source should be used?
Which options and settings have to be made in Grafana?
The only thing that i still have it to figure out is: does this data rely only on SLA?
In other words, if the a SLA is not set for a group, will it work?