calculate time in state based on business hours

Chris150 · ‎01-29-2018

Hello,

Were trying to find a metric that measures time in state. We partially accomplished this by using the OOB "Incident State Duration" metric.

One thing that we do not like about it is that the clock/calendar it uses runs 24/7.

How do we tell it to use our business calendar as defined in System Policy, SLA, Calendars?

Jason174 · ‎02-06-2018

Dan -- I recently put in an enhancement request to allow a metric duration calculation to be linked to a schedule or calendar.

Our business case was for all metrics to be dependent on our calendar that is based on our business hours, so I chose to link all metric duration calculations to our calendar by changing the OOTB calculation from dateDiff to calDateDiff.

View solution in original post

jay1111 · ‎10-09-2018

Hi Jason,

How to change this functionality ?

Will this change cause any impact on instance or tables etc..?

Thanks,

Jay

Jason174 · ‎10-09-2018

The only impact I could see is if they were to update the script include used to calculate metrics. You would want to watch for it during upgrades and merge in the change back in if they haven't yet added the enhancement.

Please keep in mind that changing it this way makes ALL metrics in the instance calculate off a schedule.

jay1111 · ‎10-09-2018

Thanks for the quick reply Jason!

Where i need to make this change ? Can please guide me.

Thanks,

Jay

Jason174 · ‎10-12-2018

Line 40 in the MetricInstance script include.