Metric for calculation time spent by a group on the ticket

[Umang Tandon]

Hi,

Need: To calculate and store the time for which a Ticket has been assigned to a particular group and even if it reassigned to the same group again.

Steps: Created a metric on the basis of assignment group but i the duration was coming zero seconds as the start time and end time is the same, but actually it should calculate the time for which the ticket has been assigned to the group.

Thanks for your help!

[Sanjeev Kumar1]

Hi,

It is good to create Metrics Defination 

https://docs.servicenow.com/bundle/london-platform-administration/page/administer/time/task/t_DisplayAMetricAsATimeline.html

[Uncle Rob]

The problem is that metric definitions count duration per assignment.  Sounds like he's looking for total summed duration for that Incident.

[Alikutty A]

Hello,

There is an OOB metric available on the system for Assignment group and also an OOB Database view to report on it.

Metric Definition: https://instance_name.service-now.com/nav_to.do?uri=metric_definition.do?sys_id=39d43745c0a808ae0062...

Database View: https://instance_name.service-now.com/incident_metric_list.do?sysparm_query=mi_definition%3D39d43745...

Replace your instance name and use these.

Thanks!

[Uncle Rob]

In Metric Definitions there's already something that will build a Metric Instance every time you switch groups.  The problem here is that it creates a separate record for each assignment.  Task hits GroupXYZ twice?  Two metric instances counting the duration of each time.

So I'd start there, then use Performance Analytics or a custom solution to aggregate them into a separate summary record.