Metric to show HR Case assignment group changes isn't capturing last assignment group duration

[Bridgette Weiri]

Is there a way to revise the metric to measure duration of last assignment group? We want to be able to see the duration of each assignment group on the HR Case. Please let me know if you have any other recommendations. 

Thanks for your help!

Bridgette Weirich

[Prateek kumar]

You would have to create a new Metric definition to track this. Take a look at OOB metric defn available on incident table and mimic it for hr_case and then you can report on this table to get results. check below, change instance name

https://YourInstanceName.service-now.com/nav_to.do?uri=%2Fmetric_definition.do%3Fsys_id%3D39d43745c0...

[Riya Verma]

Hi @Bridgette Weiri ,

Hope you are doing great.

To implement this solution, you can follow these steps:

1. Create a new field, let's call it "Assignment Group Duration," on the HR Case table to store the duration of each assignment group.
2. Write a business rule or a script that triggers whenever an assignment group is changed on an HR Case.
3. In the business rule or script, calculate the duration between the previous assignment group change and the current assignment group change.
4. Update the "Assignment Group Duration" field with the calculated duration value.
5. Repeat this process whenever there is a change in the assignment group.