Calculating Average Time in "In Progress" Status for Resolved Incidents

[Hari S1]

Hi,

How to calculate the average time incidents were in the ‘In Progress’ status, grouped by assignment groups, considering only incidents that are resolved in ServiceNow.

Thank you

[rambo1]

HI @Hari S1 

thats a mistake , please create a metrics definition and make use of it.

OOTB sample :

/metric_definition.do?sys_id=35f2b283c0a808ae000b7132cd0a4f55&sysparm_record_target=metric_definition&sysparm_record_row=3&sysparm_record_rows=7&sysparm_record_list=nameCONTAINSduration%5EORDERBYorder

[Hari S1]

Hi @rambo1 ,

I’m unable to locate the incident_state_duration table in my PDI. Would you mind sharing a screenshot of the report for reference?

Thank you for your help

[rambo1]

you can also built report on metric instance table

OOTB metric deifnition is calculating time for all states , you can create own metric definition to calculate only for 'in progress' duration. 

and use records created in metric instance form the above metrics to create report.

[Ankur Bawiskar]

@Hari S1 

you can create report using metrics table