create report on time to assign incident

[tbofinger]

Good afternoon everyone:

I'm trying to build a report within the Dashboard Builder to show the time to assign an Incident. I've enabled the appropriate Metric Definition allowing me to track Incident Stat Duration and can see this metric tracked in the Incident, and this seems to be working as expected.

I'd also like to pause the clock so if a ticket comes in after business hours, or on the weekends, it is not counted against this measure, I'm using the following logic in the data source:

When building the report, however, it is including tickets that fall outside these ranges, skewing the numbers.

Any assistance you could offer would be great!

Thanks,

Troy

[Brian Lancaster · Accepted solution]

Instead of using Metric I would create an Response SLA that gets Complete when assigned to is not empty. This way you can also set it to only run during business hours. 

[JHufford]

Is there a detailed description somewhere of how to do this? Can it be used to report on historical data prior to creating the Response SLA? 

[Brian Lancaster]

No there would not be a way to report on this prior to creating the SLA. Unless you have performance analytics. There may be a way to do this for incidents without the SLA.

To setup an SLA go to SLA definitions. Create one and then make sure you choose response as the type. Start condition would be something like state is new and priority is critical if you want to do different reasons for different priorities. There would be no pause conditions and end condition would be assigned to is not empty.

[Taras1]

We have created SLA for assignment time Are there report settings (screenshots) you can share?