How to calculate the total time taken by a assignment group to close the HR case in a custom field

[rakshith_shetty]

Hi team,

We have a requirement to calculate the time taken by the last assignment group to resolve the HR case,  from the moment the ticket was assigned to that group. I want to track the total duration from when it was assigned to that particular group until it is Closed we want to store the duration in a custom field. I tried with a metric, but it unfortunately captures the total duration for all reassigned groups as well. Therefore, we are considering using a business rule along with a custom field for this purpose. Could someone assist me with the script needed for this

Regards

Rak**bleep**h

[Ankur Bawiskar · Accepted solution]

@rakshith_shetty 

you can have a custom field to hold when the HR case as assigned 1st time i.e. when Assignment Group changed and it was not empty, then you can refer the OOTB business rule on incident table and create something similar for HR case to populate the closed duration

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