Creating PA Script for an Indicator (metrics) that calculate the Avg time for Assignment Group handling

[andersbogsjo]

Hi!

I want to Create an Indicator based on the incident_metric table that shows the AVG Handling time for Resolved Incidents - and Breakdown on Assignment Groups.

I wonder if and how I can configure a PA Script that looks at both the Duration of the Metric Instance(Metric definition =Assignment Group) for the ones where calculation is done + the time from the last assignment group using the Resolved time - (minus) sys_created on the metric instance, since those Metric instances doesn't have any Duration

I think I can make two Automated Indicators and Sum them i a Formula Indicator, but it would be nice just to have one Indicator with a script that does the whole calculation

Regards

Anders

[D van Heusden · Accepted solution]

We just had an office hours that basically covered this topic. Do you have Service Level Management installed because with an SLA or SLO and the SLA Breakdown (Assignment metric for Assignment Group and Assigned To) you have all this information in duration and you can tailor it to the specific needs, for example if you want to exclude weekends in the calculation.

Checkout the top entries from the following list and stay tuned for the recording of the Office Hours session:

Service Level Management	K20 LAB: Best Practices for IT with Service Level Management
	Docs: Service Level Management
	Docs: Service Level Agreement Breakdowns
	Docs: Service level management overview dashboard
	Docs: Analytics and Reporting Solutions for Service Level Management
Metrics	K20 LAB: Reporting for Administrators and Experts
	Docs: Metrics
Performance Analytics	Start here: Performance Analytics, So Now What?
	Community: The community starting page
	Docs: Performance Analytics
Reporting	Docs: Reporting
	Docs: Report Sources
	Community: The community starting page

[andersbogsjo]

Hi David!

I actually just looked at the last Office Hours, and that may be a case to look further on, but for now, I would just like to have the script as I described.

Regards 

Anders

[andersbogsjo]

Hi again David!

Actually I have looked in to som more of your links, and I think SLA Breakdowns is the best way to go,

Regards

Anders