Report On Duration Xanadu

[Tsura Andreeva]

Hello community, I was asked to create a report and calculate the duration between incident priority change (from lower to P1 or P2) and the time it took to be assigned to a specific assignment group after the priority was upgraded.

We have a metric for priority change and a metric for Assignment group, but I was not able to figure out how to use the two definitions together to deliver the ask. Please advise on how to proceed and if you have any suggestion on possibly creating a new metric, please. 

[jstoessel]

I do something similar, which I believe you could retool to meet your needs.

The ask I have is regarding the amount of time incidents are assigned at the group level and waiting for someone to work on the incident.

So using the Incident Metric Table, I use this filter, which gives me the average duration (mi_duration) for incidents closed within the timeframe

Then I look at the average duration (mi_duration) for the assigned to for the same time period

converting these days/hours into seconds and doing a percentage calculation, I can provide the assignment management with a control report showing the gap between assigned to team vs assigned to individual

This removed the issue of fulfillers saying that incidents were passed around many times before they were assigned to the correct team - we are measuring only the time within the team

I think you could do the same thing looking at priority upgrades, getting duration of lower priority vs higher priority, and also show the amount of time (percentage of average duration) at each priority within an assignment group.

***The team shown in my example averages 550 incidents per reporting period, which is why we use AVG Duration.  The data is meant to be directional, not punitive.  Using Average for a month helps to show more of a trended result which is what we were looking for.

Hope this helps give you some ideas.