How to report on incident_metric Value field?

[Stefano Nesti]

Hello developers.

I have to report how long each 2nd level support group has worked on the incidents it was involved into.

For this reason, I have:

1. created a metric "Assignment group" that tracks the changes of the incident's Assignment group field (the data are found in the incident_metric table as expected) and some test data,
2. created an Indicator source and a related Automated indicator that, together, read the incident_metric table for the rows where Definition = "Assignment group" and Duration is not empty.

However, I cannot find the way to create a report that provides the average of the time (incident_metric table's Duration field) that each group (incident_metric table's Value field, for the "Assignment group" Definition) has worked on each incident it was involved on.

As much as I've seen, a Breakdown and a Breakdown source are needed but it seem that it's not possible to define a Breakdown source on the incident_metric's Value field. 

Can you please provide any suggestion / guidance?
Thanks.

[AndersBGS]

Hi @Stefano Nesti ,

First of all, to obtain the average duration of your specific assignment group, you need a formula indicator on top of the automated indicators which state "duration/count of metrics" - THis will give you an average.

In relation to the breakdown, you need to start with creating the breakdown source at the incident_metric table, with your desired filter. Remember to add your breakdown to both the indicator and the formula indicator for correct filtration.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[Stefano Nesti]

Hi Anders.

Thanks for your suggestion, about the Formula indicator.

About the breakdown, as said, it seems that "it's not possible to define a Breakdown source on the incident_metric's Value field". Can you help on this point?

Thanks. 

[AndersBGS]

Hi @Stefano Nesti ,

I found a previous post on the community which lead in the right direction of your requirement. Please review https://www.servicenow.com/community/platform-analytics-forum/how-to-create-a-breakdown-by-new-value... to see if this will help you further.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[Stefano Nesti]

Hello Anders.

I'm still working on the formulas, breakdowns, etc., following your suggestions but I haven't solved the matter yet.
Below, I provide more details about what I'd like to achieve. Maybe, a deeper insight might allow you/others provide a more targeted support (thanks in advance).

• I need to know how long each of the 2nd level support groups (let's call them "B" and "C") have worked, on average (and, possibly, with maximum and minimum too), on the incidents they have been involved on, in a selectable range of dates.
  I'm thinking of something like a bar report, with a bar for each of the "B" & "C" groups, with the bar height that shows (e.g.) the average time (in minutes).
• Please, be aware that, after the 2nd level support have finished working, the incidents are returned to the 1st level support group (let's call this "A"), that notifies the caller and, if everything's ok, set the incident to Resolved.
• I've created the Indicator source and the Automated indicator that I mentioned at point 2, but still struggling to arrive to the above report I have in mind.

Thanks.