Report to calculate Time spent to resolve a Incident

[snowuser111]

Hi Experts,

I read lot of threads in Community but could not get exactly what is needed for. Can anyone guide me how this should be proceeded as per my environment.

We do not have PA and customer is looking for report where Actual Time taken for Incident to resolved. I mean we have SLA also which pauses on certain conditions , weekends.

So how do I get Actual time spent by the Incident to resolved ?

Please please help...I checked threads for Incident metrics but it does not give the correct time duration

Thanks

[zica]

Snowuser11,

For this requierement, you need to create some specific field and populate them and you will need a little scripting as well,

Let me know if you need help on the script

[Blaze2]

This is the solution that I came up with for the same report.

Image A Shows the incidents assigned to members of the groups

Clicking on one of the values opens a list.
Here I added the Duration Value which gives me the time that the ticket was assigned to that user.

Clicking on the actual incident number and navigating to the Metric Related List you get the entire records history.

Manipulating the values on the initial screenshot will show the values that are important to you to include Create to Resolve
Assigned to Duration
First Call Resolution
Assignment Group Duration
Etc.
Let me know if I can assist with anything else.

Hope that this answered your question or at least guided you in the right direction

[theRadioMic]

Blaze,

I'm new to the platform and are in the requirements gathering phase and have learned leadership would like something very similar to what you've shown. What I would like to know is if what you did was configurable in the Service Management module using the Performance Analytics solution or custom built to get to the data you needed?

Obviously I've updated my post here... Kind of figured out how you got from screenshot #1 to #4 and have a couple of questions.

1. Is it possible to have the report not report on a specific assignment group and just apply the data to all of the tickets?
   
   
2. How do I expand the definitions in the Metrics tab to something similar to what you have? I am only able to get Create to Resolve Duration and Incident State Duration to show up in my version.

The mandate is to stay to the correct side of configuration and not go anywhere near customization.

Thanks for the time.

Michael

[zica]

SnowUSer11,

Let's put this in this way, you want to calculate the resolution time of your incident, it means that you want to exclude the set amount of time the incident remainded with the "awaiting user info".

That is the reason I said in my previous post that you may need to create some specific fields to get your query achieved (with of course business rules to calculate the total amount of time to get the incident solved)