How to create a report on case table based on the time taken to resolve the each ticket along with the assignee name.

[Vamshi_ch123]

Hi how to take report on case table in below scenarios.

1) The time taken by a assignee or agent to resolve the ticket from the actual mean time along with the name of the assignee for whom the ticket has been assigned

2) The number of tickets the person was resolved in 24*7

[Vaishnavi Lathk]

Hi,

Create new metric definition on your  table for required field.
Navigate as:
Metrics -> Definitions (metric_definition)
Create new definition
  Table: xyz
  Field: assignment group
  Type: Field value duration

in you case choose Field as Assigned to

3) on your target table 'xyz' configure related list and bring Metrics.

Then in related list at the bottom of the record you will be able to see metrics.

4) create report on metric instance table.

You can build report on metrics (metric_instance) table by selecting proper 'Definition', 'Table', 'Field' and 'value'.

Metric definitions for Assignment group and Assigned to fields are available OOTB for many tables.

If its not available on your table you can configure it. Refer metrics

Check following report as sample:

 
This may be helpful:

https://community.servicenow.com/community?id=community_question&sys_id=d01c0f25db9cdbc01dcaf3231f96191f

Please mark as Answered if this helps.

Regards,

Vaishnavi Lathkar

[Wiggins Timothy]

   Great article! I realized these are my favorite kinds of GI articles. Enough news and reviews, more stuff like this! Let the writers get creative!

scoresense.com