Is there an easy way to capture the requested item approval times without using the metric table.

[alhicks]

Is there an easy way to capture the requested item approval times?   We're wanting to see how long it's taking our approvers to approve their request.   Non admins do not have access to the metrics table.   Could we accomplish this using PA?  Has anyone come up with a better solution, or maybe have indicators already setup to capture this information?

[johnfeist]

Hi alhicks,

Have you considered the following:

Add a field on sysapproval_approver (u_approval_when or something like that).  Then add a Before Update rule.  The rule will be triggered when the source table is sc_req_item and the state changes to Approved.  You can then populate u_approval_when with either the current date time stamp or do the date math and store the time to approve in whatever form you need (hours, days, etc.)  That will make the value easily accessible for reporting.  You may need to create a read ACL for some users to access just that value.

[Bert_c1]

Hi Alhicks,

I found an existing indicator in my instance named "Number of Changes with approval requested duration metric last 30 days" from the PA Content Pack for Change management.  You can try a PA solution with that example. Or create an "metric_user" role, assign that to a group or users, and then update the existing 'read' and 'report_view" ACLs to include the new role.

I See John above posted an approach, that doesn't involve metrics. You have choices now.

[alhicks]

Thank you Bert_c1.  I've looked at that indicator and it's pointing to a metric database view.  😞    I think we'll need to figure out a formula indicator to capture the duration between the requested item created time and the approval set time.   I just can't seem to find any examples out there.

[Bert_c1 · Accepted solution]

Hello alhicks,

I see plenty of examples of Formula Indicators in my instance:

https://[instance_name].service-now.com/pa_indicators_list.do?sysparm_query=type%3D2&sysparm_view=Formula 

I have 112 there.  I have for the '% incident resolved in time' formular indicator:

( [[Number of incidents resolved in time]] / [[Number of incidents resolved that should have been resolved in time]] ) * 100

 See screenshot:

where two existing indicators are present in the formula.  Indicators for metrics related data:

https://[instance_name].service-now.com/pa_indicators_list.do?sysparm_query=type%3D1%5Ecube.facts_table%3Dmetric_instance&sysparm_view=Automated 

I hope this helps.