A report that shows how long an Incident or task is with the resolving team.

[Community Alums]

Hi Connections,

Good Day!

I need to create a report that is able to show how long an incident is with the team that resolves the Incident. Need to be able to report on time elapsed with the team that resolves the ticket rather than the overall time the ticket is open.

The scenario is -

Ticket is raised in service Now and defaults to SNOW_Service_Desk.
Ticket sits in this queue until it is triaged and then assessed to go to a different team, let's say SNOW_Dealer_Portal.
I need the amount of time the ticket is in the Dealer Portal queue from the time it is assigned there to the time it moves to the status of Resolved.

I know that there may be some scenarios where tickets move around teams or get re-assigned but if we are able to confirm if this report can be created to show this amount of time between the timestamps created for "Assigned to DealerPortal team" and "Resolved" that will give us a starting point.

Best Regards,

Rafmine.

[Dr Atul G- LNG]

HI @Community Alums 

The bests is you can use the Metric or if you want to know the elapsed time, better to create OLA team wsie, 

[Community Alums]

Hi Atul,

Thanks for taking out time to reply to my post, other than creating OLA is there any other way.?

Best Regards,

Rafmine.

[Dr Atul G- LNG]

Hi @Community Alums 

With Metric you can only see how long a group keep the ticket in own bucket but not elapsed time, so if you actually want to measure on time, use OLA is best way.

[AndersBGS]

Hi @Community Alums ,

Then you should either go for an OLA/SLA or a metric definition to capture assignment group and duration. Both solutions can serve to the purpose. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders