Dashboard Widget/Report to show unassigned time of case

adam_cannon_23
Tera Contributor

Hi All,

 

I need a counter to show how long the oldest unassigned case has been awaiting assignment on a dashboard.

 

Any suggestions?

2 REPLIES 2

AndersBGS
Tera Patron
Tera Patron

Hi @adam_cannon_23 ,

 

Create a response SLA definition.

 

Start condition should be like, active is true and assigned to is empty.

Stop condition is active is true and assigned to is not empty.

 

If you create a 24/7 SLA duration, then you will be able to see how long time the SLA has been running. 

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

Sumanth16
Kilo Patron

Hi @adam_cannon_23 ,

 

You could use a metric that looks like this:



Sumanth16_0-1709677555475.png

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

 

Thanks & Regards,

Sumanth Meda