Business Duration & time worked for HR case

[VShine]

Hello Experts,

I have requirement to create  report on total time worked on HR case (once assigned to HR agent) and total time it takes for HR agent to assigned to themselves once Assignment group is change.

We don't have Performance Analytics. Can someone help how to achieve this?

We do have SLA defined for different HR services table. Currently, Business duration & time work is blank for all HR cases. Duration is populated once case is closed.

[VShine]

Metrics instances are calculating correctly. But it remains open even when ticket is close. I need to "End Calculation" on metric instance when state is closed complete (state = 3).

I use Incident "Open" metric script for my HR Metrics, but it is not working.

[VShine · Accepted solution]

By creating Open Metrics for HR case, instances are getting close. Thanks