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

Navaneeth1 · ‎04-07-2024

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!

Dr Atul G- LNG · ‎04-08-2024

Hi Buddy,

Did you try this formula on old records or new? It must work.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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Navaneeth1 · ‎04-08-2024

Old records and it's not working.

Dr Atul G- LNG · ‎04-08-2024

I doubt, for old record it will work mate.

*************************************************************************************************************
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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