metrics instance table is not showing exact data

[MaharshiC]

Hi,

We have two fields in my scoped app -- assigned to , substate. Now I want to check when substate - open then how much time the ticket is assigned to a particular user. For this i am using the metric_instance table but  in that table when i am selecting the field as assigned to then duration is showing only when assigned to is changing in the open substate state but not showing any value when the assigned to was added for the first time. Is there a way to get the entire duration of when the ticket was assigned to for the first time till it was changed in the open substate.

[Dr Atul G- LNG]

Hi @MaharshiC 

This is expected behaviour and I tried it in my PDI.

The metric needs the start value which is not there it is showing blank. 

[MaharshiC]

Hi @Dr Atul G- LNG ,

Can we use any alternative approach to achieve it?

Regards,

Maharshi Chatterjee

[Dr Atul G- LNG · Accepted solution]

Hi @MaharshiC 

You can add the response SLA, which starts as soon incident is create and then you can use that value in the metric but moving these values are manual task.