How to create performance report using Performance Analytics module

[MH3]

Hi all,

I need help in creating a performance analytics report for the incident state from in progress to close state. It should also show the time taken by incident ticket from in progress state to close state. How to achieve this.

Thank you in advance.

[AndersBGS · Accepted solution]

HI @MH3 ,

I guess that this post is a replicate of post: https://www.servicenow.com/community/developer-forum/how-to-create-performance-analytics-report/td-p...

Even if it is, my answer from previous post is included below:

But from tickets was entered into "in progress" state or when it left "in progress state" .  If you need to know the time from ticket was set to in progress state to ticket was set to closed state, then you need to create a metric definition to exactly capture this activity. 

Alternative to metric definition is also SLA definition. It would be quite easy to set a start time and end time, and afterwards due the required calculation through Performance Analytics.

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

Best regards

Anders