Learn how to correctly configure the Average Assignment Duration Indicator in ServiceNow to track the duration of time resolved incidents are assigned to different assignment groups.
Table of Contents
Question
Consider the following configurations and requirements:
- You plan to set up an Indicator, Average Assignment Duration, to trend the duration of time Resolved Incidents are assigned to Assignment Groups.
- There is an existing metric called Assignment Group which already tracks the duration of time an Incident is assigned to different Assignment Groups.
How would you configure the Indicator Source for the Average Assignment Duration Indicator?
A. Facts table: Incident Metric | Conditions: Resolved on Today AND Definition is Assignment Group
B. Facts table: Incident | Conditions: Resolved on Today AND Value is Assignment Group
C. Facts table: Incident | Conditions: Resolved on Today AND Definition is Assignment Group
D. Facts table: Incident Metric | Conditions: Resolved on Today AND Value is Assignment Group
Answer
A. Facts table: Incident Metric | Conditions: Resolved on Today AND Definition is Assignment Group
Explanation
The Indicator Source for the Average Assignment Duration Indicator should be configured using the Incident Metric facts table. This is because the Incident Metric table already tracks the duration of time an Incident is assigned to different Assignment Groups. The conditions should be set to ‘Resolved on Today’ and ‘Definition is Assignment Group’ to ensure that the Indicator only considers Incidents that have been resolved on the current day and are assigned to the Assignment Group.
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