Incident age by group

[davidboudreau]

Is there a way to create a report that shows incidents aged by group.    

IE   Resolved for the month of 0-3 days = 10   4-8 days to resolve = 15?

I see there is a seconds columns for closure.

[shloke04]

Hi David,

Create a Report with Type selected as "Bar" and Grouped By as "Resolved" and run the Report. Please see the screen shot below:

Hope this help. Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[davidboudreau]

HI Shloke,

That worked however, I see an issue with this.     I see on mine a ticket was assigned to the 1-2 weeks column but it was resolved within the same day and closed 10 days later.   We do have the system automatically closing tickets in 10 days.   Is this resolved actually meaning closed and not when the incident was marked resolved?   sorry I was not more clear in my original post.

[shloke04]

Hi David,

I tested this out on my Personal Instance with Resolved field only and it gave the correct result .Below is the Incident I created today on my Personal instance and resolved today as well. Please see the screen shot below:

Hope this help. Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[Nia McCash · Accepted solution]

You can try to use the 'Business Duration' field (ie. how long it took for the ticket to get resolved) that should be available out of box.   Here's my sample report:

Note that the groupings across the bottom (2 days, 2-5 days, 5-7 days, etc.) are provided by the platform.   I don't know how to customize this if you want the results grouped differently.

How the Business Duration field is calculated is based on this Business Rule: https://[instance].service-now.com/nav_to.do?uri=sys_script.do?sys_id=d3b21f640a0a3c7400f6acab7de3f5....  

https://dev13460.service-now.com/nav_to.do?uri=sys_script.do?sys_id=d3b21f640a0a3c7400f6acab7de3f5f8