How to create a score card and trend line for Time to resolution for a ticket (avg in hours)

Navaneeth1
Tera Guru

‎04-07-2024 11:19 PM

I have a client requirement where they'd like to see the time to resolution for an incident ticket (avg in hours) as a score card and trend line.

The Time to resolution is time from new to completed. Could someone please let me know how this can be done in ServiceNow?

Thank you in advance!

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Dr Atul G- LNG
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‎04-08-2024 12:10 AM

Hi @Navaneeth1 

 

https://www.servicenow.com/community/platform-analytics-forum/how-to-generate-report-about-resolutio...

 

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Navaneeth1
Tera Guru
In response to Dr Atul G- LNG

‎04-08-2024 01:31 AM

Is there a way to do this without creating the field? Is there a way to create calculations for ServiceNow reports?

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Dr Atul G- LNG
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In response to Navaneeth1

‎04-08-2024 02:05 AM

Hi @Navaneeth1 

 

Which field you referring to create? Duration is OOTB if I am not wrong.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Navaneeth1
Tera Guru

‎04-08-2024 02:12 AM

@Dr Atul G- LNG 
I'm working on custom fields and OOTB duration field is not being used. I created a dictionary entry (Type duration)with the following function definition but it's not working showing 0 days hours etc. 
The function definition is: glidefunction:datediff(resolved_at, opened_at)

Could you please let me know what is wrong with this?

 

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