How to report on time between state changes

[StewartF]

One of our managers is requesting SLA timelines/reporting on how long it is between an Incident being opened, to the state changing to In Progress. So not the base SLA timer that starts once the state changes, but some way of reporting on how long between the ticket being opened, and the state changing to In Progress.

OOB I can't see a way of doing this via reporting, so hoping someone can shed some light for me?

[Ankur Bawiskar · Accepted solution]

Hi,

you can report on incident_metric table and use the metric capability and give condition as Definition = Incident State Duration

Regards
Ankur

[StewartF]

That's great, thank you very much! That does exactly what I'd expect, and should be exactly what they are wanting to see.

[Tony Williams1]

Ankur,

That worked perfectly.

I do have a follow-up question I'm sure you could assist me with.

The filter only returns results for active tickets.  How would I go about capturing historical data?  Our NOC team would like to see their response time from the beginning of the year till now.  All my modifications return current data only.

[Tony Williams1]

Ankur,

That worked perfectly.

I do have a follow-up question I'm sure you could assist me with.

The filter only returns results for active tickets.  How would I go about capturing historical data?  Our NOC team would like to see their response time from the beginning of the year till now.  All my modifications return current data only.