Report much time an item spent in each stage

[Shannon Burns]

Management has asked for a report that shows how much time a request item spent in each stage.   In fact, more than that, they want to know on average how much time a type of RITM spends in each stage.

I have tried browsing the reports, and I can see reports that pull the current stage, but not give you a history for an item or an average for a group of items.

I have tried searching the community and I haven't seen any questions like this.

Is this something that can be done?

Thanks,

Shannon

[larstange]

Hi Shannon

You can use the Metrics system for this. Metrics

If you look in the OOTB metrics there is one called "Incident State Duration". You can use this as inspiration to create for for Requested Item.

Once the metric is running you can do you reports on the sc_req_item_metric table which joins requested items and the metrics table where the duration data is stored.

[Dubz]

Hi Shannon,

You can create a database view between the metrics table and the RITM table. There is a pre-built incident_metric database view allowing reporting on time spent in each incident state which sounds comparable to your requirement here.

Info on database views can be found here:

Database Views - ServiceNow Wiki

[Chandu Telu]

hI Shannon

Check the below link it may help you

Time spent in various Incidents stages