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...

[vincentboid]

Average Handle Time - A ticket is assigned to a 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
Average Response Time - A ticket is assigned to a Group and the amount of time take to response to User/Caller Issue in tickets.

[vincentboid]

Request	Example
1> First Ticket Resolution	A ticket assigned to Workplace Support Group for 1st time and they do not transferred to any group and  resolved it.
2> How many ticket where transferred to other assignment groups(Out Of Scope)	A ticket assigned to Workplace Support group for 1st time and as it's transferred back to ServiceDesk or other group.
3> Average Resolution Time	A ticket is assigned to Workplace Support group and Average time taken to resolve the issue
4> 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
5> Average Response Time	A ticket is assigned to Workplace Service Group and the amount of time take to response to User/Caller Issue in tickets.

[vincentboid]

Request	Example
1> First Ticket Resolution	A ticket assigned to Workplace Support Group for 1st time and they do not transferred to any group and  resolved it.
2> How many ticket where transferred to other assignment groups(Out Of Scope)	A ticket assigned to Workplace Support group for 1st time and as it's transferred back to ServiceDesk or other group.
3> Average Resolution Time	A ticket is assigned to Workplace Support group and Average time taken to resolve the issue
4> Average Handing 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.
5> Average Response Time	A ticket is assigned to Workplace Service Group and the amount of time take to response to User/Caller Issue in tickets.

[vincentboid]

Also can we find MTTR(Mean Time To Resolve) of an incident.
When an Incident is assigned to our group and from that movement, how to calculate MTTR?

[thullurishalini]

Hi @vincentboid 

Sure, I can help you with that!
First Ticket Resolution:

1. • Go to Reports > Create New.
   • Select the table Incident [incident].
   • Add a filter: Number starts with INC.
   • Add another filter: Resolved by is not empty.
   • Group by Resolved by.
   • Save the report.

2. Tickets Transferred to Other Assignment Groups (Out of Scope):

   • Go to Reports > Create New.
   • Select the table Incident [incident].
   • Add a filter: Number starts with INC.
   • Add another filter: Assignment group is not your primary group.
   • Save the report.

3. Average Resolution Time:

   • Go to Reports > Create New.
   • Select the table Incident [incident].
   • Add a filter: Number starts with INC.
   • Add a filter: Resolved is true.
   • In the Type field, select Average.
   • In the Field field, select Resolution time.
   • Save the report.

4. Average Handling Time:

   • Go to Reports > Create New.
   • Select the table Incident [incident].
   • Add a filter: Number starts with INC.
   • Add a filter: Resolved is true.
   • In the Type field, select Average.
   • In the Field field, select Work time.
   • Save the report.

5. Average Response Time:

   • Go to Reports > Create New.
   • Select the table Incident [incident].
   • Add a filter: Number starts with INC.
   • Add a filter: Resolved is true.
   • In the Type field, select Average.
   • In the Field field, select Response time.
   • Save the report.
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