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.

View solution in original post

Brian Lancaster · ‎03-26-2018

You have to create a metric definition on the active filed to close out the all metrics. Look at the OOB metric called open on the incident table. I am with another company now so I no longer have access to fully verify everything I did.

JLeong · ‎03-29-2018

Hi Bricast

Thanks for responding! It works!

Regards,

Jocelyn

VShine · ‎08-24-2020

Hello @Brian Lancaster,

If I create two metric (One is Assigned to & another one is Open), how can I combine them for reporting.

Ask is: Need report on Total time Assigned to has the HR case.

Brian Lancaster · ‎08-24-2020

Did you create a definition for when the HR case closes. Normally for things like incident it is when active field becomes false. Not sure if HR Case has an active field but I would guess that is the case. Then you can report on that metric which will have all the metrics for HR Case in it.

VShine · ‎08-24-2020

Yes....that works...Thank you so much.