Metric - Time to Assign (with ability to measure performance per group)

[GeoffreyM748107]

Hi,

Governance is asking to be able to measure the avg time to assign a ticket, any time it is unassigned during the life of the ticket. Having a few issues.

The "assigned to duration" Metric captures this, but:

- it does not capture the assignment group at the time, so useless on it's own

- the "assignment group" Metric captures the group changes, so would need to match "empty" assigned to Metric resilts to assignment group Metric results with the same ID/ticket# and start time to deduce the group that had the ticket at the time.. but don't see an easy way to then report on that in a ServiceNow dashboard which is the ask

- they also need this data visualization to work with filters in the dashboard (by group's manager, or other group's atttributes like company, etc.).. but even if able to combine results from the 2 metrics to have a single report, the 2nd metric itself only captures the group as a text/string, not a reference where I can filter attributes of

- I also notice that the "assigned to duration" metric works well on it's own for incidents, but if trying to run a similar metric on catalog tasks.. the initial empty assigned to isn't triggering the metric, would need to resolve that issue as well

Feels like this is a basic need, to measure how quickly groups assign their tickets, but no straight forward solution.

Any thoughts?

[luffy3478]

create a new scripted metric definition. and trigger on field value change of assigned to. 

when assigned to is empty this metric is created and it is ended when assigned to is populated. store assignment group in value field

[GeoffreyM748107]

Thanks for the reply!.. seeing if that will work for our needs.

The one question I still have is, the value that the Metric captures.. can it only be a string/text or can it actually bring back the reference field of the assignment group, so I can filter the results in a dashboard?

(ex: avg time to assign for groups belonging to group manager "x" selected in my filter)

[luffy3478]

It can be only string