Hi @SoumyaK93887336
To report on **approval and fulfillment timelines** in ServiceNow, you'll need to create custom reports or Performance Analytics indicators that calculate durations between key timestamps in the **Requested Item (sc_req_item)** and **Approval (sysapproval_approver)** tables. Here's how you can approach each metric:
Time Taken for Approvals to Be Completed
Measure how long it takes from request submission to final approval.
- Use the `sc_req_item` table.
- Join with `sysapproval_approver` to track approval records.
- Calculate:Approval Duration= Approval.sys_updated_on - sc_req_item.sys_created_on
- Filter for items where:
- `Approval.state = approved`
- `sc_req_item.approval = approved`
**Reporting Tip:** Use a Scripted Field or Business Rule to store this duration in a custom field (e.g., `u_approval_duration`) for easier reporting.
Time to Fulfillment After Approval
Measure how long it takes to fulfill a request after it’s approved.
- Use the `sc_req_item` table.
- Calculate:Fulfillment Duration=sc_req_item.closed_at - approval completed date
- You may need to store the approval completion timestamp in a custom field (e.g., `u_approval_completed_at`) via a Flow or Script.
Time to Fulfillment When No Approval Is Required
**Goal:** Measure fulfillment time for items that bypass approval.
- Use the `sc_req_item` table.
- Filter for:
- `approval = not required` or `approval = null`
- Calculate:Fulfillment Duration=closed_at-sys_created_on
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Kind Regards,
Pavani P
