How to get duration to resolved the csm cases

[mmahaj01]

How to get duration to resolved the csm cases

Is there any metric table created for calculating the average duration to resolved the cases.

Thanks

[Shivalika · Accepted solution]

Hello @mmahaj01 

Did you check in "Metric Definition" on left navigation if there already metric exists for "states field duration calculation" in CSM ? 

If not you can create one with type as "Duration" and field as "state". 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

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[Shivalika · Accepted solution]

Hello @mmahaj01 

Did you check in "Metric Definition" on left navigation if there already metric exists for "states field duration calculation" in CSM ? 

If not you can create one with type as "Duration" and field as "state". 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[mmahaj01]

Hi  Shivalika

Thanks for the provided the solution. please let us know how to show this filed in sn_customerservice_case list view

Case State Transition

Field value duration

Case [sn_customerservice_case]

state

[Shivalika]

Hello @mmahaj01 

This duration field cannot be taken from metric_instance table to other tables. 

It will contain records of everything. If you want specifically these case records only, then you can create a Database view joining tables - sn_customerservice_case and metric_instance.

In the where you can give that sys_id of case is equal to sys_id of case field in metric instances table. 

It will come up. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Shivalika · Accepted solution]

Or @mmahaj01 

You can just add filter in metric_instance table to show case table records and bookmark it. So that it can be fetched anytime you want. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY