Hi all,
I am trying to create a report that will tell me how long an incident has been assigned to our group.
Using the incident_metric table I can get the information I need. However, if our assignment group is the last group to touch the incident before the incident is resolved, there is an issue calculating the Assignment Group duration (or any of the metric definitions).
A bit of context: The way things are set up here, the person who completes the incident will set the state to Resolved, then 10 days later the System automatically sets the incident to Closed.
This is where my problem comes in: when calculating duration for the Assignment Group to last touch the ticket, the time until the ticket was closed is used - so it always shows about 10 days longer than the actual time it took.
In the attached file, you can see how IT - DataCenter Operations is the last assignment group to be assigned to the incident and how they resolved the incident about 2 days after being assigned to them.
However, the Duration for the Assignment Group is 12 days 23 minutes because that final duration calculation is based on when the incident was closed and not when the incident was resolved.
My question is: is there any way to have those final sets of metric calculations be based off of when the incident was marked as Resolved instead of when it was marked as closed?
Thanks.
