Reporting on Incident State Duration Metric

Ashok10
Mega Expert

‎06-27-2016 07:51 AM

Hi there,

I am trying to pull a report on Incident Metric table to find out the incident state durations.When an incident went through a state multiple times, there are multiple rows in the results which is expected.

find_real_file.png

Is there a way to get only one row for each incident and state combination by summing the durations. If you look at the screenshot there are two rows for Awaiting problem states, I want to combine them into one row. Can somebody help me on this please?

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2 REPLIES 2

Gurpreet07
Mega Sage

‎06-27-2016 08:26 AM

Hi Sai,



How we implemented this ...like created new field on incident , Total Duration... then created a after update Business Rule on incident and added condition , state changes to closed. In Business rule script we wrote a logic to get all metrics records for incident and sum up and store total duration. Then we used incident table for reporting purpose.


0 Helpfuls

kkswamy
Tera Expert
In response to Gurpreet07

‎04-08-2020 07:15 PM

Hi Mr Gurpreet,

If you don't mind, can you please share the business rule script and how it is coming in the report after this script.

Regards,

KK.