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[Learner10]

Hello Team,

@Ankur Bawiskar @Tai Vu 

We are looking to show the details of the resolved incidents how much time spent each state in last week for particular channel type incidents' anyone aware how to create this kind of report to drill down the details?

Thanks,

Learner

[sumanta pal]

Sure, you can create a report in ServiceNow to show the details of the resolved incidents and the time spent in each state for a particular channel type. Here are the steps: 1. Navigate to Reports > Create New. 2. Select the "Table" as "Incident" and "Type" as "List". 3. In the "Configure" section, select the fields you want to display in the report. For your requirement, you might want to include fields like "Number", "State", "Created", "Resolved", "Channel", "Assignment group", "Assigned to", etc. 4. In the "Filter" section, add conditions to filter the incidents. For your requirement, you might want to add conditions like "State is Resolved", "Created is on or after last week", and "Channel is [your specific channel]". 5. To show the time spent in each state, you need to use the "Duration" field. However, the "Duration" field is not available in the "Incident" table by default. You need to add a calculated field or use a database view that includes the "sys_audit" table to calculate the duration for each state. 6. Once you have configured the report, you can save and run it to view the results. Please note that calculating the duration for each state might require advanced knowledge of ServiceNow and might involve scripting. If you are not comfortable with this, you might want to seek help from a ServiceNow expert or consultant.

[Dr Atul G- LNG]

https://www.servicenow.com/community/platform-analytics-forum/how-to-get-average-incidents-per-week-... 

@Learner10