Average Duration After "Reassigned"

[Tyler Warwick]

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]

Hi @Tyler Warwick ,

On incident table you won't be able to get the duration that you want.

On incident_metric table you can get every incident which is present in regular incident table and can get duration of assigned to for each incident.

You can create your report on incident_metric table.

Please mark helpful and accept solution if it helped you.

Regards,

[Tyler Warwick]

It gave me different results from what I needed to see, multiple duplicates of the same Incident tickets and the duration was worse than it originally was even though it should have been a lot lower. 

[Tyler Warwick]

Right now in the report on the [incident] table the duration is 68 days 18 hours and 24 minutes, when I used the same conditions on the [incident_metric] table it went up to 141 days even though it should have been more like 3 hours.

[shivangi k · Accepted solution]

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,

[Tyler Warwick]

For me it was the "mi_duration" field that worked. But yes after adding the Definition is Assigned To Duration and values is "users name" into the conditions and then aggregate by average of duration"mi_duration" it worked.

Thank you