How to calculate time between Work In Progress to Resolved in report and dashboard

Alex78
Tera Contributor

‎10-22-2023 07:53 PM

Hi team,

Good morning!!

How to calculate time between Work In Progress to Resolved in report and dashboard.

Could you please me ?

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2 REPLIES 2

Danish Bhairag2
Tera Sage
Tera Sage

‎10-22-2023 08:10 PM

Hi @Alex78 ,

 

One way would be to create a report on SLA definitions if u already have setup the same. Which will tell u exactly how much time it took for an incident to go from work in progress to resolved state

 

If you don't then please follow below steps.

 

Navigate to Service Level Management > SLA Definitions.

Create a new SLA definition with appropriate conditions, for example, when the incident is in the "Work In Progress" state.

Configure the SLA definition to pause when the incident moves out of the "Work In Progress" state.

 

Other way would be to create a metric definition for the same n then calculate the duration.

 

Thanks,

Danish

 

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Tai Vu
Kilo Patron
Kilo Patron

‎10-22-2023 08:12 PM

Hi @Alex78 

Let's leverage the Metric Definition. There's an OOTB one to track the Incident State Duration.

Name: Incident State Duration

URL: https://<instance_name>/metric_definition.do?sys_id=35f2b283c0a808ae000b7132cd0a4f55

 

Let me know if it works for you.

 

Cheers,

Tai Vu

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