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Does anyone know how to create such a dashboard or event get the data in order to track Time to Respond and Time to Resolve for cases/alerts?

I search the version 1 API and even if you use: /api/external/v1/dynamic-cases/GetCaseDetails

The data returns: Creation, Modification, Start time, end time
The  Modification field that tracks the update, is updated anytime the case is modified - this includes comments and assignment.
The end_time field doesnt seem to be updated at all event after case closure. At least while I use the api explorer.

Has anyone managed to create a dash board that is able to track this information?

Hello,


You should be able to do this in Advance reports using the case fields for


Mean Time to Resolution


Mean Time to Assignment

I use "dynamic-cases/GetWallActivities/" to log the time one of my users assigns the case to themselves, and then log the time for when the case is actually closed -- since we don't utilize advanced reports. 

 

 

I use "dynamic-cases/GetWallActivities/" to log the time one of my users assigns the case to themselves, and then log the time for when the case is actually closed -- since we don't utilize advanced reports. 

 

 


Is it possible to pull that data within a SOAR dashboard? Or are you doing this outside of SOAR?

Is it possible to pull that data within a SOAR dashboard? Or are you doing this outside of SOAR?


I use Python Flask to serve this custom SLA application. You could use the Table widget in the dashboard and set its values to

number of: cases

calculate field: Handling avg time

This would only show the time between stages though, not the full TTR. 

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