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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[mmahaj01]

Thanks  Shivalika

Is there any difference between sn_customerservice_case table and sn_customerservice_anz_cases table.

Please let us know

Thank you 

[Chaitanya ILCR]

Hi @mmahaj01 

I don't think sn_customerservice_anz_cases is a OOTB table 

your company must've created it as a custom table

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Shivalika]

Hello @mmahaj01 

sn_customerservice_anz_cases - is not an OOTB tasble as far as I know. This seems to be an extended table from this OOTB table 

What you can do to check is go to "Tables" modules under "System Definition" and type this name in the name field.

Then share the screenshot of the record that comes up, will be able to tell you what exactly it is and how it's different.

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