How to track time spent by each assignment group on incident

[e_wilber]

I am looking for suggestions on how to accomplish something.

How would you track the duration of time every assignment group tied to an incident has owned the incident with the exception of when the state is On Hold?

The overall idea is to have one overall sum for each assignment group tied to that ticket rather than splitting the time separately.

For example:
The incident is originally assigned to Assignment Group A for 35 seconds.
The incident is triaged to Assignment Group B for 6 hours.
The incident returns to Assignment Group A for 25 seconds.

We'd like to be able to report that Group A owned the ticket for 1 minute and Group B had it for 6 hours (taking into consideration of time the incident was on hold).

[naveen14]

Hi E.wilber,

In filter Navigation if you type "METRICS" 

under that you can see modules named with "INSTANCES"

in Definitions you can search with "Assignment group" you can find all the related records and if you do group by with ID .

If my solution clarify you query please click on HELPFUL

Thanks

Naveen

[e_wilber]

That only helps with a portion of the requirement though. The metric here for assignment group will track all the time on the incident, even if the incident is in a pending state. We need (at the very least) the ability to not track time when the incident is in a specific state.

[naveen14]

Hi @e.wilber 

Then you can create a custom field, and write business rule to populate the duration of the assignment group.

Regards,

naveen

[Kurmeti Srinidh]

Hi @e_wilber,

I have a similar requirement to calculate the duration of each assignment group(if reassigned to same group it should add to the already existing metric instance record of that group.). Kindly let me know if you have achieved this requirement.

Regards,

K Srinidhi