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.

[Matthew Swarts]

Hi vikrami,

The highlighted portion needs to be md_sys_id instead of mi.

[VShine]

Thank you for quick response @Matt Swarts 

Upon changing it to md_sys_id, and click on "Try it", getting these errors.

[Matthew Swarts]

Hi vikrami,

You should set up the order so that md = 100, mi = 200, and hrcase = 300.  I believe that is whats causing the issue.

[VShine]

Superb.....By changing the order, errors gone. Thank you so much.

I have one more question - How long it takes to assign the ticket to someone in Assignment group once it’s escalated to my team.

I really appreciate your help.

[VShine]

@Matt Swarts 

I created a report using this database view. All non admin users are getting "Security concern" error when accessing that report. 

I created ACL for DB View, User has read access for HR case table. For Metric Definition table, OOB acl is only allowing ITIL Admin or Metric Admin to read. Please help.