How to measure state durations in Performance Analytics

[owencheuk]

Hi, how do you measure state durations in PA?

My metrics table collects every time a ticket changes states and has the duration times

So far in PA I have created

1. indicator source called 'metrics table PA' on my metrics table with condition 'created on today'
2. automated indicator connected to 'metrics table PA' looking at aggregate = 'Average' and field = 'Duration'
3. breakdown source called 'state breakdown' that looks at the choice table. I put in the conditions and previewed the data and it looks accurate. Shows the States: Ready, Draft, Suspended, Completed, etc
4. automated breakdown connected to 'state breakdown' that is mapped to my metrics table and automated indicator
5. I ran the job collection from past 12 months to today

When I tried to create a visual using the automated indicator, all the states have 0 average duration except for 'completed' which has 2 days

What am I doing wrong? Any help would be greatly appreciated

[AndersBGS]

Hi @owencheuk ,

When did you start collecting state changes on your metric table?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Tricia Cornish]

You might find this Academy recording really helpful: https://www.servicenow.com/community/performance-analytics-blog/indicators-on-metrics-performance-an...