Calculation is not completing and duration is not calculating on metric instance

[Bindhu1]

Hi All,

I have a requirement, where I have to create metric definition when incident is assigned to some specific groups where parent is ABC, I am able to add the condition and metric instances are getting created but when the assignment group is assigned to some other group or if assignment group is emptied the calculation is not completing and duration is not calculated, can someone help me on this? kindly refer below screen shots

Thanks in advance.

[Shivalika]

hello @Bindhu1 

I created this DB and now I am able to apply filter on Assignment group's parent - 

This is my database view and how "VIew tables" look - 

You can also do reporting on database views - that's the reason they are made actually, so its super useful. 

I hope this answered your queries. In the reporting, add all the filters you want everything will work. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Nilesh Pol]

Hi @Bindhu1 

you update your script for gliding sys_user_group table and find match of incidents assingment  group with glide obj. since OOTB dot walking support 3 levels.

[Robert H]

Hello @Bindhu1 ,

No need to create a new Metric or new Database View.

Just use the built-in Incident Metrics [incident_metric] view for your requirements.

Regards,

Robert