I have 2 solutions: Below are the details:
Solution 1:
Use the Metric instance, export the data and manually calculate the time taken using excel
Solution 2:
This requires some homework. The solution is to create a database view. The view should combine Incident table and Task SLA table.
You can find out about creating Database views by clicking here
Pre-requisites are the team needs to have SLAs configured in the system to build a report. You will need to build a report using the below parameters:
- Table to be used is the Database view table which has been created.
- SLA Definition is "the SLA Name configured in ServiceNow for the assignment group or the Vendor"
- Stage is not "Cancelled"
- Resolved on "Last Month" (If you are reporting for Last month Resolved Incidents)
- Assignment group is "name of assignment group"
- Add the "Business Elapsed time" field as this captures the Business duration for the ticket. This field will include time taken for an Incident to get resolved. The time captured excludes "On Hold" time and Non-Business hours
- Add the "Actual Elapsed time" field as this captures the overall time irrespective of business hours. This field will include time taken for an Incident to get resolved. The time captured excludes "On Hold" time but includes Non-Business hours
Thanks,
Luqman
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