Requested Item metric not calculating correctly end time for Assignment Group

Chaithu3 · ‎03-08-2023

Hello Experts,

Requested Item metric does not stop calculation for Assignment Group duration for the last Assignment Group (in case when the Assignment Group is the group that closed the request).

Please, see attached 1st screenshots- when ticket was to multiple Teams metric correctly calculates end time for all Teams apart for the last one.
Similar situation if if a ticket was to one Team that resolved the ticket- the metric does not calculate end time.

Thanks in advance.

BharathChintala · ‎03-08-2023

@Chaithu3 How Metrics will work is if you create metric for state and if state changes then only end time will populate. Since that is the last one and ticket closed end will not populate. If end id not populated Duration wont be populated.

there should this OOB Metric which is defined on Incident Active flag. If incident is closed active will become false and all open metrics will populate with END and duration.

So create for RITM table in your instance same like above

If my inputs have helped with your question, please mark my answer as accepted solution, and give a thumb up.
Bharath Chintala

View solution in original post

BharathChintala · ‎03-08-2023

@Chaithu3 How Metrics will work is if you create metric for state and if state changes then only end time will populate. Since that is the last one and ticket closed end will not populate. If end id not populated Duration wont be populated.

there should this OOB Metric which is defined on Incident Active flag. If incident is closed active will become false and all open metrics will populate with END and duration.

So create for RITM table in your instance same like above

If my inputs have helped with your question, please mark my answer as accepted solution, and give a thumb up.
Bharath Chintala

Chaithu3 · ‎03-09-2023

Thanks @BharathChintala ,

It worked, but with a slight changes.

i have used state field and checked when the state changes to close complete.

BharathChintala · ‎03-09-2023

@Chaithu3 both are same when task move to close state active will become false OOB. 🙂

If my inputs have helped with your question, please mark my answer as accepted solution, and give a thumb up.
Bharath Chintala