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,

You may want to check the metric "Create to resolve duration", which runs when an incident moves to Resolved / Closed state and calculates the duration as "incident updated time" (at the time of resolution / closure) - "incident creation time"

https://<your instance>/nav_to.do?uri=metric_definition.do?sys_id=35edf981c0a808ae009895af7c843ace

However, note that it is a simple math and doesn't account for any movements of the incident to states like "On-hold".

Thanks,

Arav