Better involvement calculation for reports #396
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inghamn
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Aug 19, 2021
This new query tries to sum up the time each person spends with a ticket by joining the ticketHistory table on itself. The start time is when they were assigned the ticket, and the end time is when they either closed it or assigned it to someone else. This should be a drop in replacement for the existing reporting system. Updates #396
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When calculating people's time spent being responsible for tickets, the query only looks at the very last person who was left assigned to the ticket. In many cases, this does not result in very accurate reporting, since tickets get handed around to several people before the final person resolves it. With the current method of caluclation the final person gets hit for all the time it spent in front of all the other people who were assigned the ticket.
We should come up with a better way of calculating people's involvement with tickets by looking at the ticketHistory table, instead of the just the assignedPerson_id on the ticket.
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