Incident age by group

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davidboudreau
Kilo Contributor

‎02-09-2017 10:28 AM

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.

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Nia McCash
Mega Sage
Mega Sage

‎02-09-2017 11:03 AM

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:


resolve_time_report_sample.jpg



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


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