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05-19-2017 11:55 AM
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?
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05-22-2017 09:01 AM
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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06-25-2021 10:19 AM
Brian,
This thread is REALLY helpful. Thank you for all you have posted so far on this topic.
I have a follow-up question: Do you know if you can create the 2 metrics recommended above on the task table at large and then be able to report duration across incident, ticket and sctask, or do you need to create to 2 duration metrics for both ticket and sctask while leveraging the existing metrics that are oob for incident?
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06-25-2021 02:28 PM
I would think that if you are going to create a metric on the task table you would not need the ones for incident. However when using task table with incident it gets a little iffy when it comes to incident state. I would suggest getting a PDI if you don't already have one and try testing it out there.
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03-07-2024 12:49 AM
Hi, I have created two metric definitions as mentioned one to get the duration of how long the ticket was assigned to a person and another definition on the Active field to get the duration the ticket was assigned to a person before it was closed.
But when I create a report - the field Value holds the name of the assigned to which is needed to associate the duration with the assigned to person. but when the state chnages to closed - the value is true as that is what is picks up from the Active metric definition. altough I have the duration I will not have the name of the person who worked on the ticket till it was closed. How can we overcome this ? Please Help
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10-14-2024 01:41 PM
My ask :
To be able to pull a report that will show duration of the assigned to for an incident, and the total duration time that the person or group has been assigned the incident.
I have gone through the two metrics they are good solving 2 points.
a. Duration of each assigned to for an incident
b. If there is only one assigned to and the active state changes to false.
But I have one more point to achieve: - c. If there is only one assigned to and the state is not closed. It is still open. Then the total duration for it.
How to get point C ?
