Stop clock based on incident state

[Sri29]

We have to include new states to incident state list to add some additional functionality to the incident tracking. 

• Waiting for XX Team to complete work - does not stop clock
• Waiting for Customer Response - stops the clock

As noted above, we want to compute the time taken by XX team to resolve the issue and sometimes the ticket is awaiting customer response when the clock should be idle. 

Am looking for suggestions on how to address this scenario. As such, is there a way to handle the clock programmatically via a business rule or something.? Please advise.

[AshishKM]

Hi @Sri29 , 

There are two best possible way to achieve this.

1) Create a metric definition on incident table for the said team and write code to calculate duration.

2) Create a team specific SLA and let the SLA calculate the business duration for incident.

Writing a BR always depends upon some insert/update action on the incident and RB have to re-calculate every time when incident updated for matched condition. 

-Thanks,

AshishKM

[Sri29]

@AshishKM Thanks for your reply. 

First option looks viable, I believe the metric definition can be done on field (maybe priority) only or can it be done based on choice value as well.? Didn't understand what you meant by 'to code to calculate duration'. You have an example.?

[AshishKM]

the metric definition page has script section to add some custom logic , I was referring that ( if applicable in your case )