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

[Kiran Kumar 76]

@Ankur Bawiskar 

thanks ,any possibility to achieve this using performance analytics?

[Ankur Bawiskar · Accepted solution]

@Kiran Kumar 76 

performance analytics is different than reporting.

it's used to see past historical trends etc and won't give the current status of tickets etc.

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

[J Siva]

Hi @Kiran Kumar 76 

Create a new SLA definition with the following conditions:

• Start Condition: "Assigned to" is not empty
• Stop Condition: "State" is set to "Resolved"
• Pause/Cancel/Restart Conditions: Add these as required 

Once the SLA definition is created, use it in your reports.
Note: This SLA will not apply to historical records.

Regards,
Siva

[Dr Atul - LNG]

Hi @Kiran Kumar 76 

I misread your question earlier, sorry for that.

https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/time/concept...

https://www.servicenow.com/community/developer-forum/report-to-calculate-time-spent-to-resolve-a-inc...