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How to create a report to track total time duration when the field "incident change" changes using metric definition - Support and Troubleshooting
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  • How to create a report to track total time duration when the field "incident change" changes using metric definition
KB0793124

How to create a report to track total time duration when the field "incident change" changes using metric definition


14384 Views Last updated : Apr 9, 2024 public Copy Permalink English (Original)
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KB Summary by Now Assist

Issue

There is an out of box metric definition that tracks the duration when the field 'incident state' changes:



Resolution

Verify that the out of box metric definition exist and has not been customized in the instance


1) Navigate to metric_definition_list.do

2) Locate Number = MTRC0000004 and Name = Incident State Duration

3) Confirm that incident state is still tracked.

4) You may proceed to create a report of of this metric definition  by using the table source: metric_instance


Sample Report:



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