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?

[Brian Lancaster]

I got it now.   Do you know who I would get this to work update already closed out tasks that I did not have the open script on active running for?

[Michael Fry1]

I've seen others post similar question using background script to update them. Might be worth a search to find similar posts.

[alan_lowrance]

The duration from when they were assigned the ticket to when it was closed, or just from open to close?   From open to close you can use the field business_duration

[Brian Lancaster]

We have a metric setup because we want to see when each person had it and how long the had it.   We setup an assigned to duration but it only calculates the duration when the assigned to changes.   We want it to calculate it for the last person who had it as well.   Since the assigned to does not change when the person closes it there is a record but the duration is blank.

[JLeong]

Hi Bricast,

Could you please share how you did this.

I created a Metric definition:

Name: Assigned Group Duration

Type: Field value duration

Table: sc_task

Field: Assignment Group

Timeline: Checked

I also need to calculate how long the last group had the request. Duration is showing blank and Calculation Complete is false.

Thank you in advance.

Regards,

Jocelyn