Metric definition to calculate time difference between two state

somujit
Tera Contributor

‎05-19-2020 07:36 AM

Hello Experts,

I have a requirement to calculate the time difference from 'on hold' to 'in progress' for incident records.

I am aware of the duration calculation option in metric definitions, however it just shows the time duration for individual state.

Is there a way to use the metric definitions scripting to calculate and capture the time difference between 'on hold' to 'in progress'?

Any suggestions would be much appreciated!!

Thanks in advance.

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Tushar Hirpurk1
Mega Guru

‎05-19-2020 08:10 AM

Hi Somujit,

             You can achieve this by creating extra fields on the table and then use that fields in reporting or in PA

Create a business rule that runs when state changes to Open and then store the Current time in one field and create an other field for storing time for next state transition.

Now you can easily calculate the time difference between 2 states using the new fields as they already have time stamps.

 

Please mark reply as Correct/Helpful, if applicable. Thanks!

 

Regards,

Tushar

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Tushar Hirpurk1
Mega Guru
In response to Tushar Hirpurk1

‎05-25-2020 05:59 PM

I just wanted to check-in on this and see how things were going for you.

If my reply above helped answer or guide you correctly, please mark it as Helpful & Correct.

 

Thanks

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Tushar Hirpurk1
Mega Guru
In response to Tushar Hirpurk1

‎05-28-2020 06:01 PM

I just wanted to check-in on this and see how things were going for you.

If my reply above helped answer or guide you correctly, please mark it as Helpful & Correct.

 

Thanks!

0 Helpfuls