Hi, I am modelling a ticket process. I would like to know how I can show whether tickets are solved and closed by different employees, e.g. a ratio.

You can use case when statement to compare the Resolver and Closed by EmpName and devide this case with the total number of case.

Thank you for your answer! But how can I compare the employee name for the 'solved' status with the employee name for the 'closed' status? What component shoud I use? I tried filtering, but a ticket does not necessary include both a solved & closed status, so then I also get tickets with e.g. only a solved status

I assume you have an activity called "Solved Ticket" and another "Closed tiecket" or something like that.

Is status a column of the case or of the activity table?

Is the employee name in the _USER field of activity table, or in a column of the case table?

The dataset has the columns TicketID, Status, Timestamp, and Employee. The case ID = TicketID, Activity = Status, Timestamp = Timestamp. Indeed, the activities are 'Solved' and 'Closed' (among other activities, such as 'New', 'Accepted', etc.)

Hmmm.... I will need to check it, but I guess SOURCE - TARGET is the answers. Combined with edge filters to select as source the activity with SOLVED and as target the activity with CLOSED

https://docs.celonis.com/en/source---target.html

Let me know if you got a solution. If not I will keep thinking....

It seems pretty interesting and it looks like a typical scenario, so eventually we should ask Celonis to add a standard solution in the documentation, in this (really helpful, btw) page:

https://docs.celonis.com/en/examples-and-use-cases.html

Thank you! I will try it in a bit and I'll let you know if it works :)

I have not yet been able to solve it with Source - Target. I have now been looking at how to do it with the Number component, and then adding a formula. This is what I have now, but it does not work yet, I am also not sure if it is possible like this

Note that the dataset is called tickets_anonymized, and the name of the employee is stored in 'Email Address', the status is accepted, solved, closed, etc

You can use PU function to get the Name of resolver & Closer emp.

https://docs.celonis.com/en/pql-function-library.html