Capture the timestamp of group changes to know which group took how much time on an incident

[Nagashree5]

Hi All,

Metric definition needs to be built on a custom table (extended from task) to capture the timestamp of group changes to know which group took how much time on an incident.  Can any one please guide on this.

Thanks in Advance.

[Namrata Ghorpad]

Hello @Nagashree5 

Search Metrics in Application Navigator and then under Metrics you can see Definitions. Click on Definitions and create new Metric Definition. 

Select Table as your custom table name and Field as Assignment group and select Types as Field value Duration and save then it will show timestamp of assignment group for incident.

Please mark my answer as helpful and correct if it resolves your issue.

Regards,

Namrata

[Nagashree5]

Hi @Namrata Ghorpad,

Thanks for the response.

I have created the Metric definition, but seems like it is not calculating the duration correctly. Duration is showing 0 minutes even though it has been resolved. Ideally it should show 30 mins. 

Not sure what wrong I'm doing.

Thanks.

[Namrata Ghorpad]

Hello @Nagashree5 ,

Can you please provide the screenshot of your metrics definition.

Regards,
Namrata

[Nagashree5]

Hi @Namrata Ghorpad,