Need to report when the incident was actually picked up

[Doraemon]

Hi experts, I have a requirement : When a new incident is assigned to servicedesk we need to identify when actually it was picked up by a support group member and how much time it took to pick up this ticket. We can identify this when a first  customer visible comment is added on the incident or when service offerring is updated on the incident. 

 how to achieve this using reporting?

[Medi C]

@Doraemon, could you try the following:

Create a New Indicator Source

• Navigate to Performance Analytics > Indicator Sources
• Define a source based on Incidents with conditions:

Assignment Group = ServiceDesk

State  != Closed

Assigned To is not empty

2. Create an Indicator to Capture First Action

• Create an Indicator that captures:

- sys_updated_on for the first customer-visible comment

- OR first Service Offering update

• Use MIN(sys_updated_on) on the audit logs for these fields.

3. Create a Breakdown to Calculate Time to Pickup

• Define a Breakdown Source with:

- Assignment Timestamp

- First Action Timestamp

• Use a Formula Indicator to calculate Time to Pickup:

Time to Pickup = First Action Timestamp - Assignment Timestamp

[Doraemon]

Thanks for the response. Can this be achieved using Metric definition?

[Medi C]

Hi @Doraemon,

Yes! Metric definitions are definitely needed to capture the changes on the incident.

[Doraemon]

You also mentioned to create breakdowns. How to create first action timestamp ? 
eg should i create breakdown source, breakdown , and mapping>