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]

Trying to come up with a OOB version for you. What you can do that might be enough is add metrics as a related list. Then right click on duration and choose list calculation and "total value". Then you get something like this.

//Göran

[Zod]

Thank you Göran.

Yes I figured that out too. Anyhow - not ideal, but ok -- except ... the current duration is NOT taken into account.

I.e. if the ticket is 10 minutes with the 3rd party ... and later on again for 2 weeks ... it will show 10 minutes in case the ticket is still with 3rd party.

[Goran WitchDoc]

Hmm.. I think that is the closes way you can get my only "configuration". Otherwise I would set up a duration field and have the time calculated in there. and it recalculates when a user is opening the form to get the "newest" duration value. but that demands a bit more hand on work and making sure it works as intended.

//Göran

[Goran WitchDoc]

Btw...I think you can do some magic thou with Performance analytics. But I think still the problem with calculation the duration if it still "on hold" and been that for a week like you say. Then it need some more of the thing I mention above.

//Göran

[Ruturaj Shirsat]

Hi Goran,

Even I am dealing now with the similar requirement wherein I need the report for On Hold(Awaiting Caller, Awaiting User Testing etc) duration.


Basically the ask here is for Incident tickets they need the report on

1. Incident (Open until Resolved/Closed) duration which I am getting through 'Duration' field

2. On Hold(Awaiting Caller, Awaiting User testing) duration

Need the logic to calculate 1 minus 2 Or Duration minus On Hold(On hold reason values) duration == ??

Currently, I achieved below as per your above mentioned solution but could not dot walk ID column to get On hold reason values

I need field "On hold reason" values duration? Do I need to create a separate Script Calculation Type Metric? If yes, can you also paste the logic Or is there something OOB?

Any help would be much appreciated!

Many thanks,
Ruturaj