I nned Metric From Frist assigment group Update to ticket closed

[sivananda80]

Hi Team,

I want to create a metric on the ticket table that calculates the duration from when the Frist "Assigned Group is update to when the ticket is Closed.

can you please help me

Thank you
Siva

[Dr Atul G- LNG]

It is OOTB

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/metric_definition_list.do%3Fsy...

[sivananda80]

@Ankur Bawiskar @Dr Atul G- LNG 

Thank you for quick response. 

I need only from "First assignment group updated to Closed ticket"

[Dr Atul G- LNG]

The metric will provide all the data, and then you need to apply logic or conditions to hide or exclude the first assignment to the group before calculating the average.

This approach makes more logical sense, but it does require some implementation work. You can also use the reassignment count as a reference — once the reassignment count reaches 2, that can be considered the starting point.

Please keep these points in mind while building your logic.

[Ankur Bawiskar]

@sivananda80 

you want the duration spent by that ticket in each Assignment group?

check this

Calculation of duration based on assignment group 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏