Assigned To Duration and Assignment Group Duration

[Community Alums]

Greetings,

The Ask:  To be able to pull a report for an individual or assignment group that will show all active incidents for the assigned to or assignment group, and the total length of (calendar) time that the person or group has been assigned the incident.

All the research that I've done points to Incident Metrics, but the OOB Assigned To Duration and Assignment group duration do not appear to capture the time since the last change in the field.  I need to be able to capture the total time, even if the individual or group has been holding the incident for a while since the last update.

My initial thought was to create new fields to show the current time in assignment group or assigned to on the incident form and use business rules to populate those, but they'd only work (in my head) for incidents created after I added the fields and business rule.

Thoughts on this?  Any direction is appreciated.

Thanks,

Jason

[Uncle Rob]

Before you customize, understand the WHY

Why is this information important, what decision does it facilitate, and when?

Is there something about working an *individual ticket* that requires this information in real time?  If *not* then I'd still stick with the Metric Definitions & Instances.  Even to the point of having a list view that does a DB View merging tasks and metric instances and does a list calculation on the durations.

[Community Alums]

It is for managers to be able to monitor their aged tickets, especially those aged in the queues they manage, as opposed to those that were bounced around forever before they got to their teams.  what you mentioned about the list calculations, as I understand it, still won't account for the final time between when the incident was assigned to their team and the current time.