PA REPORT HELP. Incident user report

[Jason Rooney]

Need help creating a Data Visualization.  I need to answer the following questions

1. Date / Time When all users in support group xyz get assigned incident

2. Incident state - Changes duration.. Meaning.. How long in WIP, onhold etc

Adding pic for attention

Thank you

[Craig Gruwell]

Hi @Jason Rooney ,

I think you can address both by leveraging the metric_instance table. 

#2 above should be more straightforward - just query the metric_instance table using filter:

Definition = Incident State Duration

For #1, you can leverage using the filter:

Assigned to Duration

.. but this provides as list of *all* assignees.  You might then create a database view including the Group and Group Members table, along with the metric_instance table to filter specifically on a particular assignment group.  The field value (on the metric instance table for the Incident State Duration definition) will include the assignee's sys_id so you can use it to join against the Group Member table.

Hope that helps.