Help with Report

[Snowman15]

Hi all,

I want to create a report based on SLA that shows average case resolution time for a set period e.g. weekly, or monthly breaking this down per account type and category.

I've already created a database view in SLA and case table and grouped by "account" and "category". I just need some help with the other setting highlighted in the screenshot eg. what do I select as a "trend by" field and "average" field and also what conditions to use. Thank you

[Bhuvan]

@Snowman15 

Follow below documentation and video for reference

https://www.servicenow.com/community/csm-forum/reports-average-time-to-resolve-per-category/m-p/4353...

https://www.youtube.com/watch?v=L-tXSATrtKU

If you want detailed reporting and trending with various options, I would recommend creating automated indicators and create KPI dashboard that would provide detailed visibility on the SLA trend analysis.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[kaushal_snow]

@Snowman15 ,

To create a report that shows the average case resolution time for a set period (e.g., weekly or monthly), broken down by account type and category, follow these steps:

>> Select the Average Field: Choose the field that represents the resolution time. Typically, this would be the Business Elapsed Time or Duration field from the SLA or case table, depending on your organization's configuration.....

>> Set the Trend by Field: Use the Resolved or Closed date field to group the data by time periods. This allows you to analyze the average resolution time over specific intervals.....

>> Apply Conditions: Filter the data to include only records that are closed or resolved within the desired timeframe. This ensures that the report reflects completed cases.....

>> Group By Account Type and Category: Use the Account and `Category.....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Snowman15]

Hi @kaushal_snow thank you for this. Can you please also advise how to achieve this for "average first response?" 

Thank you