Ticket unmanaged time

[Basina Akash]

adding a new" metrics_inc" definition type. Use case is a "new" created ticket time spent from the point its new and unassigned to "Assign to"

Help show how long tickets sit unmanaged

[AndersBGS]

Hi @Basina Akash ,

Why not create a response SLA instead? Here you can start the SLA based on state is new and assigned to is empty. Afterwards the stop condition can be set to "assigned to is not empty". By doing this, you will capture the time from ticket is created to assigned to responsible. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[Dr Atul G- LNG]

Hi @Basina Akash 

SLA is best way to do and you can use Response sla, with conditions assign to is empty in start and assigned to is not empty in stop condition.

Quick n.easy