Date incident last assigned to queue

[kuben]

Hi, I would like to know how to get the date and time that an incident was last assigned to a queue (Assignment Group) from the incident_metric table.

I actually want to work out how many hours it took to resolve a ticket from the time it was assigned to the last queue (Assignment Group) that it was resolved in.

[kuben]

Hi, ok perfect - can you please provide the link to the page where I can get the information on how to define what to watch for? It's a bit difficult at the moment as I don't have admin access on out platform but I can get the right people to look at the documents and try and set it up.   Thank you for your help.

[Chuck Tomasi · Accepted solution]

Certainly Kuben. Here is a very helpful link to help get you started.

http://wiki.servicenow.com/index.php?title=Metric_Definition_Support#gsc.tab=0

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

If you are viewing this from the community inbox you will not see the correct answer button.   If so, please review How to Mark Answers Correct From Inbox View.

Thank you

[kuben]

Perfect, thank you!