12-14-2022 09:14 AM
12-15-2022 08:48 AM
Hi @sai thank you for posting your question to the Live Community Forum. This depends on whether the incident status, whether it was already Active when the user clicked the incident. In that case, there is no trigger and we can't log that time with the current functionality. However, if it isn't already active, you can use a timer that is started in the pre-process rules and stopped using a field-change-triggered script, when the status changes to Active.
In addition, you can refer to our example Automation script "StopTimeToAssignOnOwnerChange". You can start the timer field "Time to Assignment" in a preprocess rule. Then use the script StopTimeToAssignOnOwnerChange as a field-change-triggered script on the "owner" field to stop that timer. This will calculate the time taken between the incident been created and it being assigned an owner.
Hope this helps.
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