Creation of Report on INCidents

[vincentboid]

Hello All,

Need you help here. I wish to create below report. 

1> First Ticket Resolution
2> How many ticket where transferred to other assignment groups(Out Of Scope)

3> Average Resolution Time
4> Average Handing Time
5> Average Response Time

All these are to be created in Ticket which starts with INC*
Thank you.

[Dr Atul G- LNG · Accepted solution]

Hi @vincentboid 

1> Average Resolve Time

https://www.servicenow.com/community/platform-analytics-forum/creating-average-response-resolution-t...

2> Average Handle Time(A ticket is assigned to Workplace Support group and Average time to taken to handle the Issue(time taken to update the ticket+ hold+ after resolve work time)/Total number of tickets)

I think you can use the SLA for this.  or MTTR will work for you.

3> MTTR report - Mean Time To Resolve

https://www.servicenow.com/community/itsm-forum/mttr-mean-time-to-resolution-reporting/m-p/859514

https://www.servicenow.com/community/developer-forum/mttr-calculation-for-incident-open-and-closed-t...

https://www.servicenow.com/community/incident-management-forum/reports-for-mttr-ttr-and-total-time-t...

[Dr Atul G- LNG]

Hi @vincentboid 

For this you can use Response SLA.

[vincentboid]

Hello @Dr Atul G- LNG ,

If you mean this, then I do not have response SLA.

I'm sorry, please help me with any screenshot if I'm doing wrong

[Dr Atul G- LNG · Accepted solution]

Hi @vincentboid 

In report you need to select task_Sla but in condition, you need to select Target = Response.

[Dr Atul G- LNG]

You can accept my other answers as well, I supported all issues. 

[Uncle Rob]

1> First Ticket Resolution

What does this even mean?  What is the unit of measure?  Units?  Time?  What are the conditions in plain english?

2> How many ticket where transferred to other assignment groups(Out Of Scope)
Not sure what "out of scope" means here.  Do you want a count of the tickets, or do you want a count of the assignments?   If you just want the number of Incidents that were re-assigned then your conditions will be:
Reassignment Count > 0

3> Average Resolution Time
Greatly depends what you want to do?  If you just want to check this at any point in time, your report will be...
Type:  Single Score
Conditions:  active = false
Then define the aggregate in your Configuration tab of the report

However, if you want to automatically track this daily so you can see a timeline, then you need Performance Analytics, in which there is already an indicator for average resolution time.

4> Average Handing Time

"Handling" is not a ServiceNow concept.  You need to define this.   How would you ask for this information in plain English?

5> Average Response Time

Response is *slightly* better defined, but in YOUR environment, how does the database know that a ticket has been "responded to"?