Priority changes in Performance Analytics

[robertmaxwell]

Is there a way to track incidents that have changed priority through their life cycle in Performance Analytics?

[mmongeau · Accepted solution]

As far as I know that is not available by default.   There needs to be a field that captures the fact that the priority value has changed.

Take a look at the automated indicator "Number of reassigned open incidents".   It uses the "Reassignment count" field on the Task table as part of the metric, only counting incidents in which Reassignment count > 0.   There is a business rule that increments that field when a task is reassigned.

What you could do is create a custom field on the Incident (or Task) table called something like "Priority Change Count".   Write a business rule to increment the count when the priority changes.     Once you the data is being captured you can create a new automated indicator on the Incidents.Open source with a condition of Priority Change Count > 0.

[robertmaxwell]

Thanks mate

Worked a treat