One metric we are trying to measure is the time between an Incident is created and the time we attach it to a Problem (using the Linked problem field on an Incident).
I tried using the following formula as a Standard calculated metric using the Ticket updates dataset, but it results with a blank value.
[Changes - Field name] = "problem_id" AND
[Changes - Previous value] = NULL
VALUE(Field changes time (hrs))
We've been making use of the Linked problem field so I know this is far from correct. But that likely means my formula is also far from correct. I tried changing "problem_id" to "Linked problem" but that doesn't work either.
Has anyone else tried to do this? Is there something I'm missing?
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