Report on how much time taken to resolve incident after assignment?

[Kiran Kumar 76]

How can we create a report on how much time taken to resolve an incident once/after assigned to analyst

[Dr Atul G- LNG]

Hi @Kiran Kumar 76 

No one can say for sure—it depends on the nature of the incident. If you’re referring to SLA, then check out the out-of-the-box (OOTB) SLA provided by ServiceNow for resolution times.

[Ankur Bawiskar]

@Kiran Kumar 76 

you can use the OOTB fields Business Duration and Resolve Time.

Resolve Time - the total calendar time that it took from incident being opened to resolve it.

Business duration - uses your calendar(s) to show how long it took to resolve.

This OOTB business rule populates these 2 fields and these are numbers, so when you use those in reporting you can convert those into hours, days

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Kiran Kumar 76]

Hi @Ankur Bawiskar 

Any way we can get the time ticking after incident assigned ,looking for to calculate time after assignment is done

[Ankur Bawiskar]

@Kiran Kumar 76 

you can use a custom field to hold the time when it was 1st assigned and then use that for reporting and subtract it with the closed date/time

If my response helped please mark it correct and close the thread so that it benefits future readers.