I need to measure disruptive changes for the Change Success Dashboard. We currently penalise for P1, P2, P3 and P4 incidents caused by change. That all works fine.
We want to add an additional penalty for any change the caused any incident. I set up an indicator that looks for incidents where:
1. Caused by change is not empty
2. The related change has a planned end date of yesterday
and another that is the same except
2. The related change has a planned end date in the last 30 days
The "yesterday" one works OK but, obviously, it could be 5 days down the line when we realise that the incident was caused by a change. The 30 day one should pick that up but, it will pick it up every day until the planned end date is no longer within the last 30 days.
If I add "and the incident was created yesterday" then that would work wouldn't it? Because it would only count new incidents once but, what if the incident was created last week and, during investigations, we learn that it was caused by a change and link it. It won't get picked up.
I can't get the logic straight in my head. How do I phrase the indicator source to grab these and only apply the penalty once? Or, is there some setting I'm missing that will cause it to only count a particular ticket once?
