Reports on tickets to track how much time spent on a case by each assignment group or assigned to.

[Alok21]

Hi Team,

Need an help to understand how to implement the below functionality.

So the requirement is "to track how much time spent on a case by each assignment group or assigned to for a specific ticket'.

Regards,

Alok sahu

[Yash Agrawal1]

Hi Alok,

On every table there is a related list named as "Metric Defination" which will show you the transaction between the state .you can also configure the same for assignment group or assigned to.

Thanks &  Regards

[Sachin Pratap S]

Hi Alok,

You need to take following steps:

1) Create custom table say 'xyz'.
Create fields 'assignment group' and 'assigned to'.
No need to create date and time fields as these are already available on every table OOTB.

2) Create new metric definition on your custom table for required field.
Navigate as:
Metrics -> Definitions (metric_definition)
Create new definition
  Table: xyz
  Field: assignment group
  Type: Field value duration

3) on your target table 'xyz' configure related list and bring Metrics.

Then in related list at the bottom of the record you will be able to see metrics.

4) create report on metric instance table as told in my first reply post.

Regards,

Sachin

[Alok21]

Hi Sachin,

Thanks a lot for sharing the steps in detail.

The requirement is customer wants to run report on custom table (xzy) and not on metric instance table. So, we need to implement the functionality on my custom table.

Regards,

Alok sahu

[Alok21]

Hi Sachin,

Thanks a lot for the sharing the steps 🙂

There might be cases where one ticket may get assigned to same user/same group multiple times, in that case we need to calculate total duration for the specific group/user. How can this be achieved?

Regards,

Alok sahu

[Tejaswini9]

Hi Alok,

I am also looking for the same solution, can you please guide me how we can achieve this if you found a solution 

Thanks