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, are you able to capture the specified tickets which "b" and "c" has worked on? start time, end time, duration? 

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.

Yes, the records are available in the incident_metric table.

The Value shows the group name and the Start, End and Duration fields are populated as expected.

Thanks.

[AndersBGS]

Hi @Stefano Nesti ,

Hi ,

Lets assume that the following:

Assignment group A = Service Desk

Assignment group B = Database

Assignment group C = Hardware

In the indicator source for assignment group C, you should configure the following

Duration = must not be empty

Definition set to ”assignment group” to get the right definition

Created (mi_sys_created_on) = when was duration created

Create the first automated indicator like below:

Let me know if this help going forward.

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

Best regards

Anders 

Unit = #

Aggregate = Count

With the additional conditions:

Value = the value of the specified assignment group that you would like to measure

Create the second automated indicator as shown below:

Unit = Minutes/Hours etc.

Precision = Chose the precision you would like

Aggregate = sum

Field = Duration (mi_duration)

With the additional conditions:

Now, when you divide the sum indicator with the count indicator in a formula indicator, you will get the average duration.

[Stefano Nesti]

Hi Anders.

The post from yours I'm replying to helped in making some progress. Thanks.

However, there are still some missing steps to "match the target". Here you can find the open points.

1. As there are a lot of groups, it is not practical to define 3 indicators (and 1 widget) each.
2. An incident can be assigned to a group more than once and this has to be considered by the indicators and/or widgets.

Therefore, summing up, the target behavior should be something like this (apologize if I could not detail this clearly enough, in my question and/or previous reply).

• The incident_metric records should be grouped for each of the "Assignment group" metric's groups (that is, Value).
• In case an incident has been assigned more than once to a group, all the assignments' durations to that group for this incident has to be summed.
• When the total duration (that a group has worked on every incident) has been calculated, the average of this group's total assignments durations have to be calculated.
• The widget(s) should show theis average for each group, in the configured time period.

Can you please provide any suggestions?
Thanks.