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!

[Tejaswini9]

Hello Umaang,

DId you get a solution for this? I am also looking for the similar solution 

Thanks

[Sreeraj CP]

I ended up creating a sla breakdown by assignment that measures the start time, end time, elapsed time etc and created a report on sla_breakdown_by_assignment table. In this report we can sum up the duration under the same assignment group.