The OOB metric Assigned to Duration calculates the duration of the assignment in an INC. It also calculates the duration where the assigned to field is empty.
in the example the same incident has been unassigned for 2 durations in the life of the ticket.
I would like to create a calculation/metric/whatever that I can use in a report on the analytics hub that adds these together so I can get the total unassigned duration (for any type of ticket) , and from that work out the % unassigned duration.
Can someone help me with how to set this up? script? other? Thanks in advance.
