Hello,
I'm struggling with creating an incident metric definition that creates one record per Assignment Group per State. So, I need one metric instance record every time a State or Assignment Group changes -- for example:
INC Number--Queue---------State------------------Business Hours
INC0019876 SharePoint-----New-------------------1.1
INC0020302 Quality Mgmt--New-------------------0.5
INC0020302 Quality Mgmt--Active----------------11.6
INC0020325 SharePoint-----New-------------------2.2
INC0020325 SharePoint-----Active-----------------5.2