Assigned to duration metric

[Brian Lancaster]

I setup a metric to get the assigned to duration on the sc_task table.   It does not calculate the duration for the person who closes the task as the assigned to did not change.   How can I get the metric to also calculate the duration of the person who closes the ticket as well?

[Michael Fry1]

Set the Field to Active and try.

[Brian Lancaster]

Are you referring to somewhere in the script?

[Michael Fry1]

No sorry. The Field under Table is set to   Assigned to. Change it to Active.

[Brian Lancaster]

But then would that only work for the total duration?   I'm trying to get it for the duration it was assigned to for each person as well as the person who closed it.   It some non-it groups it move between multiple techs before it is closed and the report they want is to get the duration each tech had it.   The problem I am having is that the duration for the person who closes it does not get calculated because the assigned to does not change again.

[Michael Fry1 · Accepted solution]

You need 2 Metrics. One field duration on Assigned To field, and one like the previous screen shots on Active field. The latter will close out open Metrics when ticket is closed. The first will calculate duration. All Metrics will be in one Metric for ease of reporting.