Metric - Time until Assigned

[dhasselquist]

One of the requirements a group would like to implement is how long a ticket has been waiting from creation to someone being assigned to it/first being helped. The only problem being they would like to see these in real time, not just until someone has been assigned. It is for this reason I am not sure that current Metrics would help us capture this information.

For example,

An incident is created at 8:01.

10 minutes later, nobody has been assigned to it (10 minutes waiting).

The manager notices this, and has someone assigned to it at 8:12.

The time until assigned will now be stopped at 11 minutes.

My first thought was to have some kind of on-query business rule for incidents which have no assigned to, although I would think this could have performance issues.

Any thoughts?

Thanks in advance,

Dylan

[Deepak Ingale1]

Hello Dylan,

If that is required for only first time assignment and across cross group multiple time assignements, you can configure response SLA for this. You might require to set 'Assignment to counter' for this which will be by default set to 0 and will be incrased   subsequently when assigneed to changes. Your stop condition will start at count 0 and will end at count 1.

You response SLA will start when there is no assigned to field and will stop when assigned to field is not empty.

You can then do reporting on this.

Also, you can configure count gauge in homepage for your 'Resolvers' where they will be getting all the incidents whose response SLA is beyond 75% or so.

In case of multiple time assignment, I hope 'assigned_to' field is 'empty' filter criteria will give you overall time across the life of an incident when incident was not assigned to anybody.

[dhasselquist]

Thank you very much Deepak, it sounds like this could work. I'll give it a try.

Another thought that occured to me that would work with the functionality we have now are just filters on a dashboard showing tickets created within the last 5 minutes that are not assigned. Maybe one for last 5 minutes, 6-15, 30+. I don't know if they'll go for this, so I'm happy you replied.

[Mike Allen]

You could use a metric that looks like this:

[SNOW46]

Hi Mike,

I do have the same requirement but when I tried to achieve this I am unable to get any records?

Can you please help me out on the same?

Thanks..