How to calculate average to resolve the incidents (Only resolve) (For Old Data)

[Prathamesh Cha1]

Hi Team,

My requirement is to calculate the average time of incident from start to resolved

this is for the old data like for previous year.

what kind of script I have to write?

Thank You,

Best Regards

[Dr Atul G- LNG]

Hi @Prathamesh Cha1 

TO get this you can use PA if you want to know from start to end, or use standard reporting - Type Single Score.

https://www.servicenow.com/community/itsm-forum/how-to-calculate-average-time-taken-from-open-to-clo...

[Prathamesh Cha1]

there is one metric but that calculated for closed/resoled/canceled

Is there any way to do this for only resolved using script

[Dr Atul G- LNG]

@Prathamesh Cha1  NO, you can use the solution provide in the link. 

[Runjay Patel]

Hi @Prathamesh Cha1 ,

When you want to calculate the open till closed, then you should create a function field in the report designer like below and run the report for previous year.

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