Questions on understanding metric definition and how to use it

[yjeon92]

I understand that metric is a way to track duration and once created it still start from creation date moving forward.  It will not capture the past tickets.  Onto my questions:

1. Is it similar to PA and reporting as in it will take a snapshot of the day like PA but can be used in reporting or is it like reporting where the data can change depending on the day? 

2.  I am not able to create a datediff field using submitted_date and sys_created_on due to submitted_date being only date while sys_created_on is date/time in reporting configuration function field.  Would I be able to create it using scripting in Metric definition?

3. Why use it if we have PA?  Is it easier to see basic information like the one example I have down below of my goal?

4. Would I be able to use metric definition in reports? If so, how will I use it in reports?  I am only able to see table, data source, and external source.

My goal is to see the duration of change in a ticket between:

• created on to submitted on
• submitted on to approved for sprint
• approved for sprint to closing

We want to see how long it takes us to respond to our customers, to how long it takes for us to figure how to work on the ticket, to finishing the tickets.

[AndersBGS · Accepted solution]

Hi @yjeon92 ,

hereby answers to your questions:

1. no metric and PA is differently. A metric will be created based on your metric definition where PA will take snapshots on a given time stamp.

2. Basically yes - but unsure why you would use metric definition. My assumption would instead be a script in client script/business rule etc.

3. don’t understand your question.

4. yes. According to your requirement, metric definition should be able to solve your requirements. As an example, look at the incident metric definition.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders