How to Stop Metric Timing on Resolved Incident?

[BachAF]

Hi All,

I want to capture metric data regarding the last group who resolved Incident. I created new metric definition: "Last Assignment Group to Resolve Inc" below:

So when an incident ticket is created, it is assigned to the first group, then when the incident gets assigned/escalated to another assignment group and get resolved, I want to see the "End" field, the "Duration" field get populated with data and the "Calculation complete" is set to true.

My goal is to have any Metrics on ticket should be marked to Calculation completed and timestamped appropriately when moving to Resolved.

Thanks in advance for your help.

[Goran WitchDoc]

Hi,

Why do you need to have a metric for this? Isn't the last group for this the one that is actually in the "assignment group" field on the incident itself? Why the need to store this in a metric?

//Göran
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[BachAF]

We require reporting on an incident metric to capture the details of assignment group and assigned to . Right now , it is not capturing the duration/how long it took the last assignment group or last assigned to who resolved the incident.

[Goran WitchDoc]

Do you have SLAs? Since you can use SLA breakdowns to achieve this.

I did a video about it for quite a while ago, and it probably has gotten even better since that video: https://www.youtube.com/watch?v=eKLWsaEz3rs

is that something that might help you out?

//Göran
Feel free to connect:
LinkedIn
Subscribe to my YouTube Channel
or look at my Book: The Witch Doctor's Guide To ServiceNow

[BachAF]

Hi Göran

Yes, we do have SLAs configured. However, the requirement is to capture the data in Metric.

Is there a way to script this? I have gone thru some other postings which asked similar question, but this seems to be a mystery to many of us in the ServiceNow Community.

Thanks.