Report - HR Case Duration from assignment to resolution

[Cae]

Hi,

If I want to create a report where we can see time from assignment to closure on a HR Case, how do I do this?

Thanks,

[Mark Manders]

Do you have Performance Analytics? It could already be in there, or you can create your own indicators. If not, you can create metrics (start = assignment, end = close).

[Cae]

Hi,

No not performance analytics. How do I create the metrics? 

[Mark Manders]

The 'metric_definition' table contains lots of examples OOB, so just check those. For incident there's an 'Create to Resolve Duration' for example. Not sure if you could use that, depending on your process (what is assignment), but you can also script it, like this example will show.