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]

Hi Ruturaj,

You won't be able to find that there since the doesn't hold the reason in the same field. On Hold is from the state field. I have almost not touched PA since this post and Not familiar with what exact new cool stuff it has gotten through the new releases. But I would believe that this will probably need to involve some scripting/customization to get to work.

//Göran
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[Ruturaj Shirsat]

Thanks for your reply Goran.I have currently managed it through SLA's for ON Hold time. This is working fine but not useful for history records

-Ruturaj

[Zod]

And we r on Istanbul ... .

The OOB filed for the onhold is also ok. Was just an example as we need the metrics on different forms. But thank you!