Tracking first State change on Incident

[Piotr Sadowski1]

Hi Team,

I have a requirement to track and report who and when first changed the State (to In Progress, On Hold, or Resolved) on an Incident.

Currently, I am using the 'Actual start' (work_start) field from the Task table. I’ve set up a Business Rule that populates this field when the State changes to any of the specified above, provided the field is still empty.

I am looking for a configuration-based approach (rather than customization) to generate a report or provide ability that shows:

• Which group first changed the State for a given record

• How much time elapsed between record submission and the first State change (based on the value in 'Actual start')

One possible solution I considered is creating a Metric Definition to calculate the duration between 'Actual start' and 'Created on', but I’m unsure how to link this data to the responsible Group or User.

Has anyone encountered a similar challenge or found an effective solution using built-in features? Any insights or recommendations would be greatly appreciated!

Best regards,

Piotr

[Ankur Bawiskar]

@Piotr Sadowski1 

something similar was asked for tracking the time to assign the INC to someone

couple of ways

1) you can use custom date/time field and populate that when INC changed 1st time to those state then report on that field

BR: Before Update

Condition: State Changes To One of these (In Progress, On Hold, or Resolved) AND State Changes From New

(function executeRule(current, previous) {
  if (gs.nil(previous.assigned_to) && current.assigned_to) {
    var firstAssignedToTime = new GlideDateTime();
    current.u_first_assigned_to_time = firstAssignedToTime;
  }
})(current, previous);

OR

2) you can create custom metric for this, check this link and enhance for your requirement

Incident Metric - Calculate time between first assigned to until resolution. 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Piotr Sadowski1]

Hi @Ankur Bawiskar ,

Thank you for your response. However, I'm seeking a solution that relies purely on configuration - without any customization of new fields. Specifically, is there an out-of-the-box option that can report the following details?

• The Assignment group that first changed the record's State.

• The duration between the record's submission and that initial State change.

I understand that a Metric Definition can capture duration metrics, but I'm interested in identifying which group made the change. Any insights on achieving this through configuration would be greatly appreciated.

Thank you.