How to Create a Report/Widget Showing Average Ticket Duration in Each State/Substate by User?

will_aponte
Tera Contributor

‎02-20-2025 06:22 AM

Hi everyone,

 

I'm looking to create a report or dashboard widget in ServiceNow that displays the average length of time a ticket remains in each state and substate (Open, New, In Progress, Completed, Reopen), broken down by user. Could someone help me through the steps to get this done? 


I want to monitor how long each ticket remains in every state and substate for my employees to track their average production time. 

 

#ServiceManagement #SNOW

 

Any detailed instructions or tips would be greatly appreciated!

 

Thanks in advance!

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J Siva
Tera Sage

‎02-20-2025 06:40 AM - edited ‎02-20-2025 06:41 AM

Hi @will_aponte ,

Please create a custom metrics to meet your requirement.

You can refer the OOB metrics "Assigned to duration" and "Incident state duration" metrics.

Link: https://<instance-id>.service-now.com/now/nav/ui/classic/params/target/metric_definition_list.do%3Fsysparm_userpref_module%3D34d59794c0a808ae00b07de5452df889%26sysparm_clear_stack%3Dtrue

Regards,

Siva

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