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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Brian Lancaster · ‎05-19-2017

That does not seem to do anything except set the metric to complete is true so I still have 2 metrics listed the one where is what assigned to someone else and then where the second person closes it and no duration is calculated.

Michael Fry1 · ‎05-19-2017

If you have a SC_task with one assigned to, it's captured in the Metric. If that person closes the task, nothing new is captured and the Metric doesn't show duration.

If you copy the Open metric and put on sc_task table, it will find open Metrics and set the duration. I just tried it, so I'm thinking this is what you're looking for.

Brian Lancaster · ‎05-19-2017

Did you make any modification to the script? The screenshot I have in replay to Alan's response below is that the open script added. All it did was set the calculation compute to true on the first assigned to but did nothing for the one that was assigned to the person who closed it.

Michael Fry1 · ‎05-19-2017

No, except for the table which changed from Incident to Sc_task.

Brian Lancaster · ‎05-22-2017

It is still not working for me. Here is my metric definition.