Assigned to duration metric

Brian Lancaster · ‎05-19-2017

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 · ‎05-22-2017

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.

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SanjivMeher · ‎05-19-2017

Hi Brian,

How will the system know, from when the Closed by person worked on the task, if he wasn't assigned.

System can't capture that. Only the duration for which user was assigned to can be calculated.

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Brian Lancaster · ‎05-19-2017

It was assigned the metric just does not calculate because the assigned to does not change when it is closed.

alan_lowrance · ‎05-19-2017

Well that seems like a terrible ITIL violation to have a ticket be able to close without an assigned_to. You should have it at least put the current user (at time of closing) or have a data policy that won't allow you to close it without an Assigned To

Michael Fry1 · ‎05-19-2017

Take a look at the out of the box Metric named Open. You probably need to copy that one to the sc_task table.

It's a special Metric that closes out open Metrics and sets the duration.