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Question

How to get total time spent by each workgroup on re-assignment of an incident?

  • August 5, 2024
  • 1 reply
  • 7 views

s.a14
Level 3
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Hi,

 

Can you help me with a PQL that can showcase total time spent by each workgroup on an incident?

 

The incidents can be re-assigned between different workgroups in its life cycle.

 

output required

 

Workgroup Avg time spent on incidents Volume of Incidents handled

A XX mins. 10 incidents

B XX mins 20 incidents

 

Example data below.

image

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Hi :) 
If it the first activity of the cycle is always “Change Assignment Group” you could go for a PQL which calcs the time difference between this activity (with remap timesstamps) and the last timestamp of the incident (PU_last), 

Let me know if this helps you!


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