Incident age by group

davidboudreau · ‎02-09-2017

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.

Nia McCash · ‎02-09-2017

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

View solution in original post

gyedwab · ‎02-09-2017

ServiceNow locks the groupings. If you want to have more flexible aging reports, you can use Explore -- there's a quick video that shows the functionality here. You can use it on any date-time field.

Ulrich Jugl · ‎01-03-2018

Sorry gyedwab but this is wrong information. ServiceNow does not lock these ranges and administrators can define them. The functionality is called Report Ranges (as described here: https://docs.servicenow.com/bundle/jakarta-performance-analytics-and-reporting/page/use/reporting/co... )

davidboudreau check the report ranges if you are not happy with what is provided in the baseline.

davidboudreau · ‎02-16-2017

HI Nia, Sorry for the late response. I was on vacation hiding from these evil charts. However, I have quick question as I know this will come up with managers. It states 2 days, 2-5 days, 5-7 days. I was wondering if it should really say 2 days 3-5 days and 6-7 days unless I am reading it wrong?

Thanks again for all of your help

David

Nia McCash · ‎02-16-2017

According to gyedwab above, ServiceNow locks the groupings. The 2 days, 2-5 days, 5-7 days, etc are provided by ServiceNow out-of-box and I don't know how to modify these.

While the labels may not be entirely ideal, the results are mutually exclusive. That is, no incident will be counted twice in two different bars. For example, if you click in to the 2 days bar, you'll see the filter condition use for the list of results is this:

davidboudreau · ‎03-02-2017

I found where these actions can be changed. However, the report is now showing items wrong after update. They now report shows how many were resolved x days ago. So if one was resolved same day (create date and Resolved time is within the same day). Let's say it was created 2/23 and resolved 2/25. As of this positing it is showing up in the 1-2 week column.

When I drill down I do see this as it's search criteria.

>Resolved < 02-16-2017 04:07:06 PM >Resolved >= 02-02-2017 04:07:06 PM >Subcategory type 1 = ECM >Resolved on Last month >Incident type = Incident >

I have opened an incident with ServiceNow to see if they can help. i will update with my findings. However, I wanted to let everyone know my findings up to this point.

Wiki Article on Report Ranges - this is where you can define sameday ect...

Report Ranges - ServiceNow Wiki