@goxtechnologies/connectwise-psa-mcp 1.1.0

package/dist/operations/analytics-msp-tickets.js

@@ -0,0 +1,578 @@
+// ConnectWise PSA MCP Server — MSP Analytics: Ticket & Service Metrics
+// Implements 8 MSP analytics handlers focused on ticket volume, aging, SLA,
+// backlog trend, escalation, touch counts, and response/resolution times.
+import { getAPI } from '../services/connectwise-api.js';
+import { num, nested, daysAgo, daysSince, round2, groupByDate, groupByField, pct, hoursDisplay, daysDisplay, mdTable, settledWarning, } from './analytics-msp-utils.js';
+export const mspTicketHandlers = {};
+function reg(name, handler) { mspTicketHandlers[name] = handler; }
+// ---------------------------------------------------------------------------
+// Helpers
+// ---------------------------------------------------------------------------
+/** Returns the hours difference between two ISO date strings. */
+function hoursBetween(from, to) {
+    if (!from || !to)
+        return 0;
+    return (new Date(to).getTime() - new Date(from).getTime()) / 3_600_000;
+}
+/** Returns the days difference between two ISO date strings. */
+function daysBetween(from, to) {
+    return hoursBetween(from, to) / 24;
+}
+/** SLA target hours keyed by priority sort value (1=P1..4=P4). */
+const SLA_HOURS = { 1: 4, 2: 8, 3: 24, 4: 72 };
+/** Maps a priority name string to its numeric sort value. */
+function prioritySort(name) {
+    const n = name.toLowerCase();
+    if (n.includes('1') || n.includes('critical'))
+        return 1;
+    if (n.includes('2') || n.includes('high'))
+        return 2;
+    if (n.includes('3') || n.includes('medium'))
+        return 3;
+    return 4;
+}
+/** Formats a decimal hours value as hours or days depending on magnitude. */
+function resolutionDisplay(hours) {
+    if (hours < 1)
+        return `${round2(hours * 60)}m`;
+    if (hours < 48)
+        return hoursDisplay(hours);
+    return daysDisplay(round2(hours / 24));
+}
+// ---------------------------------------------------------------------------
+// 1. ticket_volume_by_company
+// ---------------------------------------------------------------------------
+reg('ticket_volume_by_company', async (params) => {
+    const api = getAPI();
+    const days = num(params['days'], 30);
+    const cutoff = daysAgo(days);
+    const [opened, closed] = await Promise.all([
+        api.paginatedFetch('/service/tickets', `dateEntered>=[${cutoff}]`, 'id,company/name,dateEntered,closedFlag,closedDate', 5000),
+        api.paginatedFetch('/service/tickets', `closedDate>=[${cutoff}]`, 'id,company/name,dateEntered,closedFlag,closedDate', 5000),
+    ]);
+    if (opened.items.length === 0 && closed.items.length === 0) {
+        return `No ticket activity found in the last ${days} days.`;
+    }
+    // Group opened tickets by company
+    const openedByCompany = groupByField(opened.items, 'company/name');
+    // Group closed tickets by company (use a Set of IDs to avoid double-counting tickets
+    // that were both opened and closed in the period)
+    const closedByCompany = groupByField(closed.items, 'company/name');
+    // Collect all company names
+    const companies = new Set([
+        ...openedByCompany.keys(),
+        ...closedByCompany.keys(),
+    ]);
+    const rows = [];
+    for (const company of companies) {
+        const openedTickets = openedByCompany.get(company) ?? [];
+        const closedTickets = closedByCompany.get(company) ?? [];
+        const openedCount = openedTickets.length;
+        const closedCount = closedTickets.length;
+        const net = openedCount - closedCount;
+        // Avg age: computed over still-open tickets in the opened set
+        const stillOpen = openedTickets.filter(t => !t['closedFlag']);
+        const totalAgeDays = stillOpen.reduce((acc, t) => acc + daysSince(String(t['dateEntered'] ?? '')), 0);
+        rows.push({ company, openedCount, closedCount, net, totalAgeDays, openCount: stillOpen.length });
+    }
+    rows.sort((a, b) => b.openedCount - a.openedCount);
+    const tableRows = rows.map(r => [
+        r.company,
+        String(r.openedCount),
+        String(r.closedCount),
+        r.net >= 0 ? `+${r.net}` : String(r.net),
+        r.openCount > 0 ? daysDisplay(round2(r.totalAgeDays / r.openCount)) : 'N/A',
+    ]);
+    const totalOpened = rows.reduce((s, r) => s + r.openedCount, 0);
+    const totalClosed = rows.reduce((s, r) => s + r.closedCount, 0);
+    return [
+        `## Ticket Volume by Company (last ${days} days)`,
+        ``,
+        `**Total Opened:** ${totalOpened} | **Total Closed:** ${totalClosed} | **Net:** ${totalOpened - totalClosed >= 0 ? '+' : ''}${totalOpened - totalClosed}`,
+        ``,
+        mdTable(['Company', 'Opened', 'Closed', 'Net', 'Avg Age (Open)'], tableRows),
+    ].join('\n');
+});
+// ---------------------------------------------------------------------------
+// 2. ticket_aging_summary
+// ---------------------------------------------------------------------------
+reg('ticket_aging_summary', async (params) => {
+    const api = getAPI();
+    const board = typeof params['board'] === 'string' ? params['board'] : '';
+    const conditions = board
+        ? `closedFlag=false AND board/name="${board}"`
+        : 'closedFlag=false';
+    const result = await api.paginatedFetch('/service/tickets', conditions, 'id,dateEntered,summary,company/name', 5000);
+    if (result.items.length === 0) {
+        return board
+            ? `No open tickets found on board "${board}".`
+            : 'No open tickets found.';
+    }
+    const buckets = [
+        { label: '0–7d', min: 0, max: 7, tickets: [] },
+        { label: '7–14d', min: 7, max: 14, tickets: [] },
+        { label: '14–30d', min: 14, max: 30, tickets: [] },
+        { label: '30–60d', min: 30, max: 60, tickets: [] },
+        { label: '60+d', min: 60, max: Infinity, tickets: [] },
+    ];
+    for (const t of result.items) {
+        const age = daysSince(String(t['dateEntered'] ?? ''));
+        const bucket = buckets.find(b => age >= b.min && age < b.max);
+        if (bucket)
+            bucket.tickets.push(t);
+    }
+    const total = result.items.length;
+    const tableRows = buckets.map(b => {
+        const oldest = b.tickets.reduce((prev, t) => {
+            if (!prev)
+                return t;
+            return daysSince(String(t['dateEntered'] ?? '')) >
+                daysSince(String(prev['dateEntered'] ?? ''))
+                ? t
+                : prev;
+        }, null);
+        const oldestLabel = oldest
+            ? `#${oldest['id']} (${daysDisplay(daysSince(String(oldest['dateEntered'] ?? '')))})`
+            : 'N/A';
+        return [
+            b.label,
+            String(b.tickets.length),
+            pct(b.tickets.length, total),
+            oldestLabel,
+        ];
+    });
+    const title = board
+        ? `## Ticket Aging Summary — Board: ${board}`
+        : '## Ticket Aging Summary';
+    return [
+        title,
+        ``,
+        `**Total Open Tickets:** ${total}`,
+        ``,
+        mdTable(['Age Bucket', 'Count', '%', 'Oldest Ticket'], tableRows),
+    ].join('\n');
+});
+// ---------------------------------------------------------------------------
+// 3. sla_compliance_report
+// ---------------------------------------------------------------------------
+reg('sla_compliance_report', async (params) => {
+    const api = getAPI();
+    const days = num(params['days'], 30);
+    const board = typeof params['board'] === 'string' ? params['board'] : '';
+    const cutoff = daysAgo(days);
+    let conditions = `closedFlag=true AND closedDate>=[${cutoff}]`;
+    if (board)
+        conditions += ` AND board/name="${board}"`;
+    const result = await api.paginatedFetch('/service/tickets', conditions, 'id,dateEntered,closedDate,resolvedDate,priority/name,priority/id', 5000);
+    if (result.items.length === 0) {
+        return `No closed tickets found in the last ${days} days${board ? ` on board "${board}"` : ''}.`;
+    }
+    const stats = new Map();
+    for (const t of result.items) {
+        const priorityName = nested(t, 'priority', 'name');
+        const sort = prioritySort(priorityName);
+        const slaHours = SLA_HOURS[sort] ?? 72;
+        if (!stats.has(sort)) {
+            stats.set(sort, {
+                label: priorityName !== 'N/A' ? priorityName : `P${sort}`,
+                sort,
+                total: 0,
+                met: 0,
+                missed: 0,
+                indeterminate: 0,
+                slaHours,
+            });
+        }
+        const entry = stats.get(sort);
+        entry.total++;
+        // Use resolvedDate if available, fall back to closedDate
+        const resolvedIso = String(t['resolvedDate'] ?? t['closedDate'] ?? '');
+        const enteredIso = String(t['dateEntered'] ?? '');
+        const elapsed = hoursBetween(enteredIso, resolvedIso);
+        if (elapsed > 0 && elapsed <= slaHours) {
+            entry.met++;
+        }
+        else if (elapsed > slaHours) {
+            entry.missed++;
+        }
+        else {
+            // elapsed <= 0: missing or invalid timestamp — data quality issue
+            entry.indeterminate++;
+        }
+    }
+    const sorted = [...stats.values()].sort((a, b) => a.sort - b.sort);
+    const totalIndeterminate = sorted.reduce((acc, s) => acc + s.indeterminate, 0);
+    const hasIndeterminate = totalIndeterminate > 0;
+    const headers = hasIndeterminate
+        ? ['Priority', 'SLA Target', 'Total', 'Met SLA', 'Missed', 'Indeterminate', 'Compliance %']
+        : ['Priority', 'SLA Target', 'Total', 'Met SLA', 'Missed', 'Compliance %'];
+    const tableRows = sorted.map(s => {
+        const row = [
+            s.label,
+            `SLA: ${s.slaHours}h`,
+            String(s.total),
+            String(s.met),
+            String(s.missed),
+        ];
+        if (hasIndeterminate)
+            row.push(String(s.indeterminate));
+        row.push(pct(s.met, s.total));
+        return row;
+    });
+    const totalMet = sorted.reduce((acc, s) => acc + s.met, 0);
+    const totalAll = sorted.reduce((acc, s) => acc + s.total, 0);
+    const title = board
+        ? `## SLA Compliance Report — Board: ${board} (last ${days} days)`
+        : `## SLA Compliance Report (last ${days} days)`;
+    const summaryParts = [
+        `**Total Tickets:** ${totalAll}`,
+        `**Met SLA:** ${totalMet}`,
+        `**Overall Compliance:** ${pct(totalMet, totalAll)}`,
+    ];
+    if (hasIndeterminate)
+        summaryParts.push(`**Indeterminate:** ${totalIndeterminate}`);
+    return [
+        title,
+        ``,
+        summaryParts.join(' | '),
+        ``,
+        mdTable(headers, tableRows),
+        ``,
+        `*SLA targets: P1=4h, P2=8h, P3=24h, P4=72h*`,
+        ...(hasIndeterminate ? [`*Indeterminate: elapsed <= 0 — missing or invalid timestamp data.*`] : []),
+    ].join('\n');
+});
+// ---------------------------------------------------------------------------
+// 4. backlog_trend
+// ---------------------------------------------------------------------------
+reg('backlog_trend', async (params) => {
+    const api = getAPI();
+    const days = num(params['days'], 30);
+    const board = typeof params['board'] === 'string' ? params['board'] : '';
+    const cutoff = daysAgo(days);
+    let openedCond = `dateEntered>=[${cutoff}]`;
+    let closedCond = `closedDate>=[${cutoff}]`;
+    if (board) {
+        openedCond += ` AND board/name="${board}"`;
+        closedCond += ` AND board/name="${board}"`;
+    }
+    const [openedResult, closedResult] = await Promise.all([
+        api.paginatedFetch('/service/tickets', openedCond, 'id,dateEntered', 5000),
+        api.paginatedFetch('/service/tickets', closedCond, 'id,closedDate', 5000),
+    ]);
+    if (openedResult.items.length === 0 && closedResult.items.length === 0) {
+        return `No ticket activity found in the last ${days} days${board ? ` on board "${board}"` : ''}.`;
+    }
+    // Build per-day maps
+    const openedByDay = groupByDate(openedResult.items, 'dateEntered');
+    const closedByDay = groupByDate(closedResult.items, 'closedDate');
+    // Generate all dates in range
+    const allDates = new Set([
+        ...openedByDay.keys(),
+        ...closedByDay.keys(),
+    ]);
+    const sortedDates = [...allDates].sort();
+    let running = 0;
+    const tableRows = [];
+    for (const date of sortedDates) {
+        const newCount = (openedByDay.get(date) ?? []).length;
+        const closedCount = (closedByDay.get(date) ?? []).length;
+        const netChange = newCount - closedCount;
+        running += netChange;
+        tableRows.push([
+            date,
+            String(newCount),
+            String(closedCount),
+            netChange >= 0 ? `+${netChange}` : String(netChange),
+            String(running),
+        ]);
+    }
+    const title = board
+        ? `## Backlog Trend — Board: ${board} (last ${days} days)`
+        : `## Backlog Trend (last ${days} days)`;
+    return [
+        title,
+        ``,
+        `**Period:** ${sortedDates[0] ?? 'N/A'} to ${sortedDates[sortedDates.length - 1] ?? 'N/A'} | **Running Net:** ${running >= 0 ? '+' : ''}${running}`,
+        ``,
+        mdTable(['Date', 'New', 'Closed', 'Net Change', 'Net Change (Cumulative)'], tableRows),
+    ].join('\n');
+});
+// ---------------------------------------------------------------------------
+// 5. escalation_frequency
+// ---------------------------------------------------------------------------
+reg('escalation_frequency', async (params) => {
+    const api = getAPI();
+    const days = num(params['days'], 30);
+    const cutoff = daysAgo(days);
+    // Fetch open tickets that have been updated significantly after entry —
+    // a pragmatic proxy for tickets that received escalation attention.
+    // We look for open tickets updated after creation and sort by staleness gap.
+    const result = await api.paginatedFetch('/service/tickets', `closedFlag=false AND dateEntered>=[${cutoff}]`, 'id,summary,priority/name,status/name,company/name,dateEntered,_info/lastUpdated', 2000);
+    if (result.items.length === 0) {
+        return `No open tickets found in the last ${days} days.`;
+    }
+    const candidates = [];
+    for (const t of result.items) {
+        const entered = String(t['dateEntered'] ?? '');
+        const lastUpdated = nested(t, '_info', 'lastUpdated');
+        // Gap between creation and last update in days (longer gap = more churn)
+        const gapDays = lastUpdated !== 'N/A'
+            ? round2(daysBetween(entered, lastUpdated))
+            : 0;
+        // Threshold: only surface tickets with meaningful update gaps (> 1 day)
+        if (gapDays > 1) {
+            candidates.push({
+                id: String(t['id'] ?? ''),
+                summary: String(t['summary'] ?? '').substring(0, 60),
+                priority: nested(t, 'priority', 'name'),
+                status: nested(t, 'status', 'name'),
+                company: nested(t, 'company', 'name'),
+                updateGapDays: gapDays,
+            });
+        }
+    }
+    if (candidates.length === 0) {
+        return `No escalation candidates detected in the last ${days} days (no open tickets with update gaps > 1 day).`;
+    }
+    candidates.sort((a, b) => b.updateGapDays - a.updateGapDays);
+    const tableRows = candidates.slice(0, 50).map(c => [
+        `#${c.id}`,
+        c.summary,
+        c.priority,
+        c.status,
+        daysDisplay(c.updateGapDays),
+        c.company,
+    ]);
+    return [
+        `## Escalation Frequency (last ${days} days)`,
+        ``,
+        `**Candidates with activity gap > 1 day:** ${candidates.length}`,
+        ``,
+        `*Sorted by days between ticket creation and last update — longer gaps indicate repeated touches or escalation churn.*`,
+        ``,
+        mdTable(['Ticket #', 'Summary', 'Priority', 'Status', 'Update Gap', 'Company'], tableRows),
+    ].join('\n');
+});
+// ---------------------------------------------------------------------------
+// 6. ticket_touch_count
+// ---------------------------------------------------------------------------
+reg('ticket_touch_count', async (params) => {
+    const api = getAPI();
+    const board = typeof params['board'] === 'string' ? params['board'] : '';
+    const conditions = board
+        ? `closedFlag=false AND board/name="${board}"`
+        : 'closedFlag=false';
+    const ticketsResult = await api.paginatedFetch('/service/tickets', conditions, 'id,summary,company/name,dateEntered', 2000);
+    if (ticketsResult.items.length === 0) {
+        return board
+            ? `No open tickets found on board "${board}".`
+            : 'No open tickets found.';
+    }
+    // Limit to top 50 tickets by age (oldest first) to avoid excessive API calls
+    const sortedTickets = ticketsResult.items
+        .slice()
+        .sort((a, b) => daysSince(String(b['dateEntered'] ?? '')) - daysSince(String(a['dateEntered'] ?? '')))
+        .slice(0, 50);
+    const touchData = await Promise.allSettled(sortedTickets.map(async (t) => {
+        const ticketId = String(t['id'] ?? '');
+        const timeEntries = await api.paginatedFetch(`/service/tickets/${ticketId}/timeentries`, undefined, 'id,actualHours,dateEntered', 500);
+        const touches = timeEntries.items.length;
+        const totalHours = timeEntries.items.reduce((acc, e) => acc + num(e['actualHours']), 0);
+        // Most recent time entry date
+        const lastTouch = timeEntries.items
+            .map(e => String(e['dateEntered'] ?? ''))
+            .filter(Boolean)
+            .sort()
+            .pop() ?? 'N/A';
+        return {
+            id: ticketId,
+            summary: String(t['summary'] ?? '').substring(0, 55),
+            company: nested(t, 'company', 'name'),
+            touches,
+            totalHours: round2(totalHours),
+            lastTouch: lastTouch !== 'N/A' ? lastTouch.substring(0, 10) : 'N/A',
+        };
+    }));
+    const rows = touchData
+        .filter((r) => r.status === 'fulfilled')
+        .map(r => r.value)
+        .sort((a, b) => b.touches - a.touches);
+    if (rows.length === 0) {
+        return 'Unable to retrieve time entry data for open tickets.';
+    }
+    const tableRows = rows.map(r => [
+        `#${r.id}`,
+        r.summary,
+        String(r.touches),
+        hoursDisplay(r.totalHours),
+        r.lastTouch,
+        r.company,
+    ]);
+    const title = board
+        ? `## Ticket Touch Count — Board: ${board}`
+        : '## Ticket Touch Count (Open Tickets)';
+    return [
+        title,
+        ``,
+        `**Tickets Analyzed:** ${rows.length} | **Total Touches:** ${rows.reduce((s, r) => s + r.touches, 0)} | **Total Hours:** ${hoursDisplay(rows.reduce((s, r) => s + r.totalHours, 0))}`,
+        ``,
+        mdTable(['Ticket #', 'Summary', 'Touches', 'Total Hours', 'Last Touch', 'Company'], tableRows),
+    ].join('\n') + settledWarning(touchData, 'sub-requests');
+});
+// ---------------------------------------------------------------------------
+// 7. first_response_metrics
+// ---------------------------------------------------------------------------
+reg('first_response_metrics', async (params) => {
+    const api = getAPI();
+    const days = num(params['days'], 30);
+    const board = typeof params['board'] === 'string' ? params['board'] : '';
+    const cutoff = daysAgo(days);
+    let conditions = `closedFlag=true AND closedDate>=[${cutoff}]`;
+    if (board)
+        conditions += ` AND board/name="${board}"`;
+    const ticketsResult = await api.paginatedFetch('/service/tickets', conditions, 'id,dateEntered,priority/name', 2000);
+    if (ticketsResult.items.length === 0) {
+        return `No closed tickets found in the last ${days} days${board ? ` on board "${board}"` : ''}.`;
+    }
+    // For a representative sample, fetch first notes for up to 100 tickets
+    const sample = ticketsResult.items.slice(0, 100);
+    const responseSamples = await Promise.allSettled(sample.map(async (t) => {
+        const ticketId = String(t['id'] ?? '');
+        const entered = String(t['dateEntered'] ?? '');
+        if (!entered)
+            return null;
+        // Fetch notes for this ticket, ordered by date (first note = first response)
+        const notesResult = await api.paginatedFetch(`/service/tickets/${ticketId}/notes`, undefined, 'id,dateCreated', 50);
+        const firstNote = notesResult.items
+            .map(n => String(n['dateCreated'] ?? ''))
+            .filter(Boolean)
+            .sort()[0];
+        if (!firstNote)
+            return null;
+        const responseHours = hoursBetween(entered, firstNote);
+        if (responseHours < 0)
+            return null;
+        const priorityName = nested(t, 'priority', 'name');
+        return {
+            prioritySort: prioritySort(priorityName),
+            priorityName: priorityName !== 'N/A' ? priorityName : 'Unknown',
+            responseHours,
+        };
+    }));
+    // Group valid samples by priority
+    const byPriority = new Map();
+    for (const result of responseSamples) {
+        if (result.status !== 'fulfilled' || result.value === null)
+            continue;
+        const s = result.value;
+        if (!byPriority.has(s.prioritySort))
+            byPriority.set(s.prioritySort, []);
+        byPriority.get(s.prioritySort).push(s);
+    }
+    if (byPriority.size === 0) {
+        return 'No first-response data could be computed (no notes found on sampled tickets).';
+    }
+    const sorted = [...byPriority.entries()].sort(([a], [b]) => a - b);
+    const tableRows = sorted.map(([, samples]) => {
+        const label = samples[0]?.priorityName ?? 'Unknown';
+        const hours = samples.map(s => s.responseHours);
+        const syntheticItems = hours.map(h => ({ h }));
+        // Use utility functions via synthetic items
+        const avgH = hours.reduce((a, b) => a + b, 0) / hours.length;
+        const sortedH = hours.slice().sort((a, b) => a - b);
+        const mid = Math.floor(sortedH.length / 2);
+        const medH = sortedH.length % 2 === 0
+            ? ((sortedH[mid - 1] ?? 0) + (sortedH[mid] ?? 0)) / 2
+            : (sortedH[mid] ?? 0);
+        const p90idx = Math.ceil(0.9 * sortedH.length) - 1;
+        const p90H = sortedH[Math.max(0, Math.min(p90idx, sortedH.length - 1))] ?? 0;
+        return [
+            label,
+            resolutionDisplay(avgH),
+            resolutionDisplay(medH),
+            resolutionDisplay(p90H),
+            String(samples.length),
+        ];
+    });
+    const title = board
+        ? `## First Response Metrics — Board: ${board} (last ${days} days)`
+        : `## First Response Metrics (last ${days} days)`;
+    return [
+        title,
+        ``,
+        `**Sample Size:** ${sample.length} tickets`,
+        ``,
+        mdTable(['Priority', 'Avg Response', 'Median', 'P90', 'Count'], tableRows),
+    ].join('\n') + settledWarning(responseSamples, 'sub-requests');
+});
+// ---------------------------------------------------------------------------
+// 8. ticket_resolution_metrics
+// ---------------------------------------------------------------------------
+reg('ticket_resolution_metrics', async (params) => {
+    const api = getAPI();
+    const days = num(params['days'], 30);
+    const board = typeof params['board'] === 'string' ? params['board'] : '';
+    const cutoff = daysAgo(days);
+    let conditions = `closedFlag=true AND closedDate>=[${cutoff}]`;
+    if (board)
+        conditions += ` AND board/name="${board}"`;
+    const result = await api.paginatedFetch('/service/tickets', conditions, 'id,dateEntered,closedDate,priority/name', 5000);
+    if (result.items.length === 0) {
+        return `No closed tickets found in the last ${days} days${board ? ` on board "${board}"` : ''}.`;
+    }
+    // Build per-priority collections of resolution hours
+    const byPriority = new Map();
+    for (const t of result.items) {
+        const entered = String(t['dateEntered'] ?? '');
+        const closed = String(t['closedDate'] ?? '');
+        if (!entered || !closed)
+            continue;
+        const resolutionHours = hoursBetween(entered, closed);
+        if (resolutionHours < 0)
+            continue;
+        const priorityName = nested(t, 'priority', 'name');
+        const sort = prioritySort(priorityName);
+        const label = priorityName !== 'N/A' ? priorityName : `P${sort}`;
+        if (!byPriority.has(sort))
+            byPriority.set(sort, { label, hours: [] });
+        byPriority.get(sort).hours.push(resolutionHours);
+    }
+    if (byPriority.size === 0) {
+        return `No resolution time data could be computed for tickets in the last ${days} days.`;
+    }
+    const sorted = [...byPriority.entries()].sort(([a], [b]) => a - b);
+    const tableRows = sorted.map(([, entry]) => {
+        const { label, hours } = entry;
+        const sortedH = hours.slice().sort((a, b) => a - b);
+        const count = sortedH.length;
+        const avgH = hours.reduce((a, b) => a + b, 0) / count;
+        const mid = Math.floor(count / 2);
+        const medH = count % 2 === 0
+            ? ((sortedH[mid - 1] ?? 0) + (sortedH[mid] ?? 0)) / 2
+            : (sortedH[mid] ?? 0);
+        const p90idx = Math.ceil(0.9 * count) - 1;
+        const p90H = sortedH[Math.max(0, Math.min(p90idx, count - 1))] ?? 0;
+        return [
+            label,
+            resolutionDisplay(avgH),
+            resolutionDisplay(medH),
+            resolutionDisplay(p90H),
+            String(count),
+        ];
+    });
+    const totalCount = sorted.reduce((s, [, e]) => s + e.hours.length, 0);
+    const allHours = sorted.flatMap(([, e]) => e.hours);
+    const overallAvg = allHours.reduce((a, b) => a + b, 0) / allHours.length;
+    const title = board
+        ? `## Ticket Resolution Metrics — Board: ${board} (last ${days} days)`
+        : `## Ticket Resolution Metrics (last ${days} days)`;
+    return [
+        title,
+        ``,
+        `**Tickets Analyzed:** ${totalCount} | **Overall Avg Resolution:** ${resolutionDisplay(overallAvg)}`,
+        ``,
+        mdTable(['Priority', 'Avg Resolution', 'Median', 'P90', 'Count'], tableRows),
+    ].join('\n');
+});
+//# sourceMappingURL=analytics-msp-tickets.js.map

package/dist/operations/analytics-msp-tickets.js.map

@@ -0,0 +1 @@
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package/dist/operations/analytics-msp-time.d.ts

@@ -0,0 +1,3 @@
+import { type MspHandler } from './analytics-msp-utils.js';
+export declare const mspTimeHandlers: Record<string, MspHandler>;
+//# sourceMappingURL=analytics-msp-time.d.ts.map

package/dist/operations/analytics-msp-time.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"analytics-msp-time.d.ts","sourceRoot":"","sources":["../../src/operations/analytics-msp-time.ts"],"names":[],"mappings":"AAMA,OAAO,EAGL,KAAK,UAAU,EAehB,MAAM,0BAA0B,CAAC;AAElC,eAAO,MAAM,eAAe,EAAE,MAAM,CAAC,MAAM,EAAE,UAAU,CAAM,CAAC"}