Is there a way to calculate the time the incidents have spent on each state on old tickets?

Nohemi1
Tera Contributor

‎07-20-2023 12:53 PM

I know Metrics exist and that they can track the time the incident spent on each of the stated but I was asked about doing this with all the tickets even the old ones and the metrics and SLAs would start working from the day they are configured.

Is there a way to calculate the time it takes to close an incident without the time it spends in the pending or on hold state?

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Tony Chatfield1
Kilo Patron

‎07-20-2023 02:17 PM

Hi, there is no easy OOB solution for reporting on legacy milestones and while the raw data should be available to you in system audit\history records, real time reporting on core system tables is not recommended as it can impact the performance of your instance and you will also probably find the data format is not the same as you current metric data.

From my perspective the best solution is to

  1. get your metrics sorted
  2. Once you have your current state reporting correct, run a fix or background script (outside of core hours) to populate metric records for your legacy (pre metric data).

You can then deliver legacy and current reporting from 1 place in a consistent format.

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