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
Tera Patron
In response to Navaneeth1

‎04-08-2024 02:18 AM

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
LinkedIn: https://www.linkedin.com/in/dratulgrover
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Navaneeth1
Tera Guru
In response to Dr Atul G- LNG

‎04-08-2024 03:48 AM

Old records and it's not working.

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Dr Atul G- LNG
Tera Patron
In response to Navaneeth1

‎04-08-2024 03:50 AM

I doubt, for old record it will work mate. 

*************************************************************************************************************
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/dratulgrover [ Connect for 1-1 Session]

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