Calculation of duration based on assignment group for CSM cases

[Joyi]

Hi all, 

As the name suggests, we'd like to report on how long a ticket is assigned to individual assignment groups before it is moved on. 

For incidents, there is an incident_metric table as per (https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751559); however, I can't find anything similar for CSM cases. 

Can someone point me in the right direction pls? 

[J Siva · Accepted solution]

Hi @Joyi 
Please use metric_instance table for CSM cases.
Filetr condition:
Table = sn_customerservice_case,
Definition = Assignment Group Change

Also, you can build your custom DB view using "metric_instance " and "sn_customerservice_case" tables.

Regards,
Siva

[J Siva]

@Joyi Database view

[Ankur Bawiskar]

@Joyi 

create something similar for CSM Case table

Follow what's there for incident.

If my response helped please mark it correct and close the thread so that it benefits future readers.