empty duration

[Brian S5]

Hello All,

Need a point in the right direction for the below.

Trying to get an idea of the age of currently open incidents using mi_duration, however when i run a report with the below conditions

And specify 2 AG's and Active is true in the filter, my report looks like it is off a bit. Cant find a reason why I have an empty field that contains the most data. Is there a calculation field that needs to be fixed ?

Any help would be greatly appreciated as we need to get a hold of the duration of tickets within our instance and start cleaning things up. Thank you in advance.

[Michael Fry1]

Did you try using the Incident table instead of incident_metric? There is a Duration field on that table, which is what I think you're looking for to report on.

[Brian S5]

yeah, i get just about the same type of results with the incident table and grouped using the duration field. Empty is the majority winner in this case, which leads me to believe i have a calculation problem. Looks like our duration gets calculated in our mark_resolved and mark_closed business rules.

If i add a "Active is False" condition to report on all closed ticket durations, empty doesn't show. Below are the report results.

Specifying 2 AG's and Active is False shows

Specifying the same 2 AG's as above and Active is true shows

[Michael Fry1 · Accepted solution]

I believe Duration calculations run when the task is closed.

How about setting Date/Time to Time Ago, and then reporting with grouped by Opened.

[Brian S5]

The report looks alot better now if i group it by opened and I'm set to Time ago. I think this can work for now. Thanks Michael, Appreciate the time ago tip for reporting.