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 

May I know what you created till now? If you search in community you will get the answer. All these reports easy one:

1> First Ticket Resolution

https://www.servicenow.com/community/now-platform-forum/how-to-create-report-on-first-call-resolutio...

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

Atul: You can use reassignment count and create the metric on Assignment group.

3> Average Resolution Time

https://www.servicenow.com/community/platform-analytics-forum/how-do-i-create-a-report-for-average-r...

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

4> Average Handing Time

Atul: What is meaning for handling here?

5> Average Response Time

See answer of 3rd one.

[vincentboid]

Greetings @Dr Atul G- LNG ,

Thank you for your valuable inputs. I was able to created FTR and Average Resolution Time.
I'm not able to create below Reports.

1> Average Resolve Time
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)
3> MTTR report - Mean Time To Resolve

[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...

[vincentboid]

Dear @Dr Atul G- LNG ,

Thank you again.
Could you please also help for below?
1> Average Response Time - A ticket is assigned to a Group and the amount of time take to response to User/Caller Issue in tickets.