How to create report for average time of an incident based on the incident assignment

[nayanmule]

Hello All,

I have a requirement for creating a dashboard. I need to add two widgets/ reports in it that will give me the average time of the incidents. 

1. Incident average time till the assignment to the X group -

Let's assume that incident was opened today and it was assigned to the 'X' group on the next day. I want to calculate that time and create a report of the average of that time month on month. This is specific to one group only. So, even if the incident was reassigned from another group, I still need the average open time of the incident.

2. Average turn around time of the incident from the Incident Assignment (X Group) till the incident was resolved.

I need a report to display the average time of the incident (not overall) from when it was assigned and till it was closed .

Thanks in Advance ,

Nayan 

[TharaS657398130]

Hey

For both of these requirements, the standard Duration field on the Incident table will not be sufficient because it measures the overall lifecycle of the incident. Instead, you'll need to capture the timestamp when the incident is first assigned to the X assignment group and use that to calculate your metrics.

For the first requirement (average time until assignment to the X group), you need to calculate the difference between the incident's Opened time (opened_at) and the first time the Assignment group becomes X. You can capture this timestamp using a Business Rule or Flow Designer (only the first time the assignment group changes to X), or retrieve it from the sys_audit table if auditing is enabled for the Assignment group field. Once this value is available on the Incident record, you can create a duration field and build a Performance Analytics indicator or report to show the monthly average.

For the second requirement (average turnaround time while owned by the X group), calculate the duration between the timestamp when the incident was first assigned to the X group and the Resolved time (resolved_at). Similar to the first requirement, store the first assignment timestamp and calculate the duration using a calculated field, Business Rule, or Performance Analytics scripted indicator. This can then be reported as an average by month.

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Thank you