Calculate the resolve time of each group with aging tickets

[snow john]

Hi,

I have created a report to fetch the details of each assignment group time taken to resolve the particular incident and report created on incident_metric table.

1. The resolve time field should be captured by excluding the “On Hold” status. 

2. Is there any field available in report columns to provide the aging details excluding the weekend on Incident_metric table.

report screenshot is attached below.

Thank you in advance.

Incident:

[Arav]

Hi,

What you are looking for can be achieved by SLA definitions where you will be able to define start, pause, and stop conditions and the schedule during which the calculation should run.

Field value based metrics track changes to a specific field and highlight the duration for which a ticket remained in a specific value of that field (for example, "In Progress" value of "State" field on Incident table)

Thanks,

Arav

[snow john]

Hi Arav,

Thanks for the response.

Can't we achieve with the incident_metric table? 

[Arav]

Hi @snow john,

The Metric definition picked in the screenshot "Assignment Group" is a field value based metric that tracks the date / time an incident was moved into a group ("Start"), the date / time it was moved out of the group ("End"), and the duration it spent in that group ("Duration").

There is something called "Script calculation" type metrics one could define but it is meant to compute basic calculation like "Create to Resolve duration" (i.e. total time taken from created to resolve time).

SLA definition might be better suited for the requirement noted as it covers pausing of elapsed time when either pause conditions are met or during periods that are outside of the schedule defined.

Thanks,

Arav

[snow john]

Hi @Arav 

Thank you much for the information.

Basically, my requirement is, Calculate the Resolution time for each incident, especially when the tickets are reassigned across multiple groups.

below screenshot for reference(One ticket was assigned to multiple groups).

Regards,

JJ