Metric Reports

[Shawn34]

I have a requirement for a specific metric report. 

• average length of time it takes for us to assign the ticket
• average length of time it takes to change status 
• average length of time it takes for us to close the ticket

I defined my 3 metrics. on the incident table, and confirmed they are working.

I'm having problems getting the averages for each one on the report. 

This was my 1st attempt at average length of time to assign. I feel like I'm missing something obvious. 

[JP - Kyndryl · Accepted solution]

Hi Shawn,

As a start, here's what can be done with a Multi-Pivot table report:

Note that this OOTB metric definition is on the Assigned To, and not on the Assignment Group.

Regards.

JP

[JP - Kyndryl · Accepted solution]

Hi Shawn,

As a start, here's what can be done with a Multi-Pivot table report:

Note that this OOTB metric definition is on the Assigned To, and not on the Assignment Group.

Regards.

JP

[servicenow lath]

I created one string type field on survey in the name Hero . And received the user response want to auto populate all values to incident table from asmt_metric_table Need script for that

[inavarretem · Accepted solution]

Hi @JP - Kyndryl / @Shawn34  , by any chance could you share how the metric is configured? I'm trying to accomplish the same metric.

• Metric to calculate time spent on each state of the case. (from new to assigned, from assigned to in progress, etc.)
• Case number
• Assignment Group
• Assigned To.

Right now the only thing I'm tracking is the state with the Field Value Duration but I don't think that works.