Average Duration After "Reassigned"

Tyler Warwick · ‎03-09-2023

I am trying to generate a report that shows the average duration of a INC/RITM ticket after it was reassigned/assigned to a different user as many of our tickets have been open for long periods of time and it shows on the metrics of people that just received and closed these tickets within 3 days of being assigned to them.

Thank you

shivangi k · ‎03-09-2023

Hi @Tyler Warwick ,

Yes it will give multiple record for same incident as new record will be created whenever ticket is reassigned and for duration please use "inc_calendar_duration" not "mi_duration" field.

Please mark helpful and accept solution if it helped you.

Regards,

View solution in original post

shivangi k · ‎03-09-2023

Hi @Tyler Warwick ,

You can get duration of incident assigned to user through "incident_metric" table:

Please mark helpful and accept solution if it helped you.

Regards,

Tyler Warwick · ‎03-09-2023

What is that field called?

shivangi k · ‎03-09-2023

Hi @Tyler Warwick ,

OOB we have 2 fields in incident_metric table you can bring them in list form as shown in above attached screenshot.

Please mark helpful and accept solution if it helped you.

Regards,

Tyler Warwick · ‎03-09-2023

I am looking to go off of the regular [Incident] table as using the [incident_metric] table does not give me the results I need.