time taken by approvers for a multilayer approval request

[mohitsingh]

Dear All,

I have 2 layer of approval for a request, 1st line manager and second one is with set of people.

I want to showcase time taken by each approver for a request.

Can anyone suggest me how to calculate without customization?

[Sai Kumar P]

Hi,

Metric definition is the easiest way to achieve your requirement.

Please find the documentation for metric definition below:
https://www.servicenow.com/docs/r/platform-administration/c_MetricDefinitionSupport.html

Below articles might help you:
https://www.servicenow.com/community/developer-forum/how-to-calculate-the-approval-duration/m-p/1808...
https://www.servicenow.com/community/itom-forum/metric-for-approval-sysapproval-approver-table-to-re...

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Regards
Sai Kumar P

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[mohitsingh]

Hi @Sai Kumar P  - Metric definition is a way but the problem with metric definition i am facing, it is capturing value for 1st approval, while it comes to second layer that it is updated total of both.

what i need is time taken by 1st approval and time taken by 2nd approval layer then 3rd.

i tried via group approval as well, but 2nd and 3rd layer is group approval so again we are facing same issue for 3rd approval time taken it is adding up both 2nd+3rd in while capturing 3rd layer aproval time taken