How to create the report on incident average resolution time on weekly basis

[utsavjaiswa]

Hello Everyone,

I wanted to create a report on incident table to find the average resolution time based on weekly basis..

Thanks in advance

Utsav

[Samaksh Wani]

Hello @utsavjaiswa 

1. Go to Reports

• Navigate to:
  Reports → View / Run (or Reports → Create New)

2. Select Table

• In the Table field, choose:
  Incident [incident]

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3. Choose Type of Report

• Report Type → Time Series (e.g., Line, Bar, or Column Chart)
  This allows grouping by week/month etc.

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4. Configure the Report

Field Setting

Group by	Resolved at (or Closed at)
Aggregation	Average
Field to Aggregate	Resolution time OR calculated field
Time Series	Weekly
Stacked by	(Optional — e.g., Assignment group, Priority)

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5. Use the Correct Duration Field

• Out of the box, you can use:

  • calendar_duration → Total elapsed time (includes weekends)

  • business_duration → Time during business hours (if SLAs/business schedules apply)

  • resolved_at - opened_at → Manual calculation if needed

If your instance does not have a direct "Resolution Time" field:

• Create a report formula field:

  Duration (hours) = (Resolved at - Opened at)

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6. Filter Conditions

Set filters such as:

• State is Resolved OR Closed

• Resolved at is on or after last X months

Example filter:

Active = false AND Resolved at is on or after 180 days ago

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7. Display Settings

• Choose Time Series → Weekly

• Choose Y-axis: Average Resolution Time (hours)

• Optionally, set:

  • Chart type: Column / Line Chart

Title: “Average Incident Resolution Time (Weekly)”


Pls mark my solution as Accept and thumbs up, if you find it helpful.

Regards,

Samaksh Wani

[kaushal_snow]

@utsavjaiswa ,

You need to select the Incident table (or include a join to the SLA/metric table if you’re using elapsed time fields) and then set up a report that filters to records resolved in the time frame you care about, uses either the Resolve Time or Business Duration field (which captures the time from when the incident was opened until it was resolved) as the metric, configures the grouping or Trend by to the week of the resolved date so the data is bucketed by each week, chooses Average as the aggregation so you get the mean resolution time per week, and finally adds any additional filters (such as priority, category or assignment group) and schedules the report or adds it to a dashboard for regular delivery........

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[utsavjaiswa]

Thanks for the Input @Samaksh Wani 🙌