Metrics - how to measure the time a ticket is within specific state ...?

[Zod]

Hi there,

not so easy to understand hoe the metrics thing does work.

Looks like massive coding is required to set up some calculation.

So maybe someone could give me a starting point ... .

i.e. lets say, I'd like to have a metric that tells me how long the ticket in its lifetime was waiting for let's say Supplier ...

If state is waiting - we have a u_waiting_reason that is "supplier" ... when they need to do some work on the ticket.

How the metric would look like to measure ALL the time the ticket was waiting for the suppier - even it was going back and forth between support group and supplier multiple times ... ?

Thank you!!!

[Goran WitchDoc]

Hmm..

OOB there is a metric "incident state duration" which measure the duration of incident state. It looks like this:

You you could do something similar and the ju have it calculate the all the durations together.

Just a small note. Not sure which version you are on, but there is a OOB "On hold reason" that needs to be move to the form and there is OOB UI policy to hide/show it only when state is "on hold".

//Göran

[Zod]

Hi Goran,

just found out the same ... and exactly noticed, that the "calculate the all the durations together" will be my upcoming issue, as I'm not the coding expert.

Any hint on how to do that?

[Goran WitchDoc]

How do you want to "see" it? Through a report or?

//Göran

[Zod]

Hi Göran,

I need it as part of the related lists. Have placed the metrics there.

In fact the corresponding lines should just sum up there ... and the value should be "in progress" again after this back to the respective state (or condition that is checked).

Unfortunately I see, that the duration is only measured after the condition end is reached ... not the time so far - what somehow is not ideal.

For one on my use cases, I need to quickly be able to show how long the ticket was (or IS) with the customer, with 3rd party etc.

In fact an SLA would be perfect .. just that an SLA required some "target duration" to work ... . What I need is just some kind of time tracker ... .