How to calculate average resolution time for incidents in servicenow

[ramesh_r]

Hi All,

I want to create a single score report and it should have the average resolution time for incidents for last year.

can you please help me with the conditions to achieve this?

Thanks

Ramesh

[AndersBGS]

Hi @ramesh_r ,

Do you want to utilize the report designer or performance analytics for this? If your utilizing the report designer, you can aggregate by average:

If you will utilize performance analytics, you should create automated indicators and a formula indicator to do the calculation.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[ramesh_r]

Hi

its normal report only, not a performance analytics

I want to use a single score report for a report I want to show the average closing time for last year.

can you guide me on what table and condition? I need to use .?

calculate average resolution time for incidents lasy year

[AndersBGS]

Hi @ramesh_r ,

Please notice, that your requirement is not possible. The reason is, that aggregation is only possible for either "time series" widgets or "trend" widget. Hence it's not possible to create an average single score through report designer - This requirement can though be resolved through Performance Analytics.

If you choose another visualization, then you should report in the incident table, and utilize a filter similar to "closed on last year" and afterwards aggregate on average duration.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders