Metrics timeline reporting Volume

[Dario Garcia]

Hi all, 

I´m seeking a way to report the regular view of metrics timeline on incidents (attachment), but do it for a specific team (assignment group) so  I can understand, at a glance, how many tickets the team has touched and how long they’ve spent on each. The objective will be create a regular report that shows: 

• All incidents that were assigned to a specific team (assignment group) at any point.
• The duration each incident stayed with that group.
• A summary view of total incidents touched and time spent.

I appreciate any help, happy to connect 🙂

[sizzleMcFace]

You can define a metric definition to track the time incidents spend on certain assignment groups:

• Table: Incident
• Type: Field value duration
• Field: Assignment group

This will create/update metric_instance records each time incidents are assigned to any assignment group. A metric instance will always have the sys_id of the group in the "Field value" field, the display name of that group in the "Value" field, and "Start" and "End will be when the incident was assigned to, and then assigned away from that group.

Then, you can use the "incident_metric" database view - filtering for this metric definition - to see a list of all incidents with all of their assignment group metrics.

You can create reports on this database view:

• How many tickets the team has touched
  • Bar chart
  • Group by "Value"
  • Aggregation: "Count distinct" (to not count one incident multiple times per group)
• How long they've spent on each
  • This can be done in multiple ways depending on what exactly you want to see. The original database view already shows how long incidents spent on each group. However, if the incident was assigned to group A, then group B, then back to group A, there would be 2 different rows for group A, so if you need a total, you would have to add that together.
  • Same as before but Aggregation: Sum
    • This shows the total amount of time incidents spent on this group
  • Same as before but Aggregation: Average
    • This shows the average time an incident is assigned to this group for (not perfect because mutiple assignments of the same incident are counted separately)

Based on this data I think you can figure it out based on your requirements anyway.

If you need something more complex, that might require Performance Analytics.