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Platform analytics incident wise details

singhakhile
Tera Contributor

‎01-07-2025 11:59 PM

Hi i am new to servicenow, i want to show incident-wise tabular details for all the assignment groups worked on ticket and time taken by each team.

 

How we can achive this? Can anyone help or guide?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-08-2025 05:49 AM

Hi @singhakhile 

 

Do you have any specific report format in mind for this? For example, a pivot table? It's not straightforward due to the following reasons:

  • From New to In Progress for Group A takes 5 minutes.
  • In Progress to In Progress for Groups B/C/D takes 5, 20, and 15 minutes respectively.

Now, how should the results be displayed?

You can create metrics to capture the details, but it will still involve considerable manual work.

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Community Alums
Not applicable

‎01-08-2025 08:39 AM

This has been addressed in multiple threads. Please refer the thread - https://www.servicenow.com/community/platform-analytics-forum/report-on-tickets-touched-or-handled-b...

 

Please like/mark if the solution is inline with your expecation.

 

Regards,

Gagan k

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