question Unassigned Duration per Assignment Group - Metric Definition values in Platform Analytics forum

Unassigned Duration per Assignment Group - Metric Definition values

Elizabeth10 — Mon, 12 Feb 2024 11:41:37 GMT

I understand from a servicenow video, that this Metric Definition: Unassigned Duration per Assignment Group is OOTB. But I can't see it in our instances. Can someone please let me know the values set for all fields/scripts etc for this metric definition, so I can create it myself?

Re: Unassigned Duration per Assignment Group - Metric Definition values

The Machine — Mon, 12 Feb 2024 14:21:41 GMT

Take a look in your PDI. It should be there if it’s OOB.

Re: Unassigned Duration per Assignment Group - Metric Definition values

Elizabeth10 — Tue, 27 Feb 2024 10:15:09 GMT

It wasn't.

The next part of the question was does anyone have that metric set up and if so , could they share the settings/values/scripts`? 🙂

Re: Unassigned Duration per Assignment Group - Metric Definition values

AmberTemple — Fri, 26 Jul 2024 15:51:54 GMT

I think I saw the same video and was wondering the same thing. I watched "Indicators on Metrics - Jan 27, 2021 - Performance Analytics Academy". I can't find it in my PDI either. Were you ever able to figure it out?

Re: Unassigned Duration per Assignment Group - Metric Definition values

Elizabeth10 — Mon, 29 Jul 2024 04:42:21 GMT

No - unfortunately.. Not got anywhere with it

Re: Unassigned Duration per Assignment Group - Metric Definition values

AmberTemple — Mon, 29 Jul 2024 14:43:31 GMT

I was able to figure it out! This community post reply by Harish Murikina was very helpful. https://www.servicenow.com/community/itsm-forum/metric-to-measure-time-before-unassigned-ticket-is-assigned-out/td-p/662570/page/2 . You just create a new metric definition called "Unassigned Duration" or something like that. Use whatever table you are reporting on, select "Assigned to" as the field. Then, select Script Calculation as the type and paste the following script:

if (current.assigned_to != '')

{

var value = false;

if (!current.active)

value = true;

createMetrice(value);

}

function createMetrice(value) {

var mi = new MetricInstance(definition, current);

if (mi.metricExists())

return;

var gr = mi.getNewRecord();

gr.field_value = value;

gr.start = current.sys_created_on;

gr.end = gs.nowDateTime();

gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());

gr.calculation_complete = true;

gr.insert();

}

Re: Unassigned Duration per Assignment Group - Metric Definition values

Elizabeth10 — Tue, 30 Jul 2024 06:44:46 GMT

Sounds great - will the script work on any table?

Re: Unassigned Duration per Assignment Group - Metric Definition values

AmberTemple — Tue, 30 Jul 2024 19:41:12 GMT

Yep it should! As long as it has the "sys_created_on" field and the Assigned to field.

Re: Unassigned Duration per Assignment Group - Metric Definition values

JulietteM — Thu, 23 Jan 2025 09:58:53 GMT

I agree, I don't have it in my PDI.... I am on Xanadu and can't find it anywhere..