Hi! @Murthy Ch , thank you! That makes sense, I created the view and looks like it's kind of working now!
Now it got a little bit more complex. I created 3 metrics.
- Metric 1: Case State Transition | Field value duration
- Time from New -> Assigned -> In Progress -> N -> Resolved.
- Metric 2: Assigned to | Field value duration
- How much time the ticket spent on a specific agent.
- Metric 3: Assignment Group | Field value duration
- How much time the ticket spent on a specific group.
Now that I have all those 3 metrics and the Data View setup.
Is there anyway in Service Now to generate a report that can show:
Assignment Group | Case# 123 - 10 Min from '(empty)' to System Support.
Assignment Group | Case# 123 - 20 Min from System Support to Help Desk.
Assigned to | Case# 123 - 30 Min from (empty) to John D.
State Transition | Case# 123 - 30 Min from (empty) to Assigned.
State Transition | Case# 123 - 10 Min from Assigned to In Progress.
State Transition | Case# 123 - 70 Min from In Progress to Pending.
Assigned to | Case# 123 - 70 Min from John D to Elvis P.
State Transition | Case# 123 - 10 Min from Pending to In Progress.
State Transition | Case# 123 - 30 Min from In Progress to Resolved.
With that data, we can say that the timeline for Case# 123 is:
The ticket was initially assigned to System Support 10 minutes after it was received.
After 20 minutes, it was transferred from System Support to the Help Desk.
The Help Desk then took 30 minutes to assign the ticket to John D.
John D worked on the ticket for 70 minutes before it was reassigned to Elvis P.
Elvis P continued working on the ticket for another 30 minutes until it was resolved.
The whole reason behind this metrics is to measure the time worked on a ticket vs tickets closed, otherwise the stat will say that Elvis P closed 1 ticket and John D 0.
I have the report but I'm not sure if it's possible to add columns with calculated fields. I couldn't find the option.
