Metric Definition

[Narmadha PR]

Hi

Please help me with my requirement:

Need to create a metric definition with the following criteria.

- Case is set to 'Resolved'.
- Case remains with the initial Assignment group and not re-assigned to another group.
- Case remains with the initial Assigned to and not re-assigned to another agent.

[Pavan Srivastav]

Hi, Can you check this - https://www.servicenow.com/community/developer-blog/measure-what-matters-leverage-metric-instance-ta...

To create a new metric definition for the Case table (sn_customerservice_case or similar):

1. Enable Metric Tracking for the Case Table (if not already enabled):
   • Navigate to System Definition > Tables.
   • Open the sn_customerservice_case table record.
   • Ensure the Metric tracking (or Extensible, depending on version) field is checked and save the record.
   • Reload the form for the changes to take effect.
2. Navigate to Metric Definitions:
   • In the Application Navigator, type Metrics.
   • Click on Definition under the Performance Analytics or System Definition application menu (depending on your instance configuration).
3. Create a New Metric:
   • Click the New button.
4. Fill in the General Information:
   • Name: Give the metric a descriptive name (e.g., "Case Time in Work Notes").
   • Table: Select the appropriate case table (e.g., sn_customerservice_case).
   • Field: Choose the field you want to track changes on (e.g., state, assignment_group, or leave blank for a script calculation).
   • Type: Select the metric type, such as:
     • Field value duration: Measures how long a field holds a specific value (e.g., State is "Work in Progress").
     • Script calculation: Use a script for complex calculations (e.g., counting the number of touches or calculating duration based on specific business rules).
5. Define Conditions (if using Field Value Duration):
   • Use the Start and End conditions to specify when the metric tracking begins and ends (e.g., Start: State is "New"; End: State is "Assigned"). The metric will automatically create records in the metric_instance table when these conditions are met.
6. Save and Test:
   • Submit the record to save the metric definition.
   • Test the metric by making a change to a case record that meets your defined conditions.
   • Verify that an instance is created in the Metric Instances table to confirm the metric is tracking correctly.