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

[jain]

I am getting nothing!

[m_servicnow]

This worked for me. Thank you Mike!!

[Elizabeth10]

How would it look for RITMs from approved time to first time assigned? I haven't managed to get anything to work so far...

[Deepak Ingale1]

Hi Dylan,

You are welcome.

You can configure the count gauge on   dashboard where 'assigned_to' is empty and 'assignment_group' is one of my assignment group.

This will list down all the unassigned incident in your group rather than restricting it on time duration. This will help each group member, team leader   etc to keep track on incident records at single place.