Assignment Group Duration of Incident Excluding OnHold Time

[Muskan Hans2]

Hi, 

I am working on one task where the user asked that he wants to, 

How long each assignment group spent on that incident excluding On Hold time. Incident can be reassigned to n number of assignment groups. So what i dd is I calculated the time for each assignment group by scripting. 

Lets say Group A was assigned an incident1 at 12:00 pm , Group A assigned the incident1 to Group B at 12:15pm. 

So now, i know Group A spent 15 minutes on it. 

Second, Let's say Group A didn't work on the incident1 from 12:05pm to 12:10 pm. This 5 minutes duration is calculated by Incident State Duration metric definition. 

Now i have both the calculations. i know in total Group A spent only 10 minutes on the task. 

How can i create a report based on this. I want to have time for assignment group excluding pending time. My scripts for metric definitions are calculating the time correctly. Any suggestion? 

[Sujatha V M]

@Muskan Hans2  You can try Task SLA of any Incident will show Resolved time excluding On Hold time in "Business Elapse Time" field. 

Note: SLAs get cancelled on change of assignment groups. Kindly check. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Muskan Hans2]

Task Sla won't show me the duration for each assignment group right? It will give me overall information. Task SLA is valid in the scenario only if Incident is assigned to one assignment group and it gets resolved within the same assignment group

[Sujatha V M]

@Muskan Hans2 Alright got it! if you want to know about each assignment group duration, by any chance did you check the "Assignment Group" metric definition since you have mentioned incident state duration to calculate it. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Muskan Hans2]

Sujata you haven't read the question i guess. I know about the metric definitions and yes i created a script to calculate both Assignment Group Duration and incident state duration. I have both the calculations now i need to create a report - How long each assignment group kept the incidents to themselves but excluding ON HOLD time.