Reporting on Unassigned/New Duration

[wes_rodriguez]

Hello,

I'm tasked with creating a report to show how long it takes tickets to go from "New" to some other state, i.e., how long do they sit before someone picks them up and starts working on them.

Iv'e tried using what's available to us via the incident metric and/or catalog task metric tables, but I am unable to figure out how to report on the actual duration time for tickets to go from "new" to any other state, or from "unassigned" to "assigned"...I've tried "Incident State Duration" Definition, for example, but no dice. Can someone please provide assistance? Please let me know how else you all have solutioned this...willing to give anything reasonable a shot.

Thanks for your help!

Wes

[Kalaiarasan Pus]

Have you checked this metric definition - Incident State Duration?

This should give you the duration between state changes. You can try reporting on incident_metric table which is a database join of incident and metrics.

[shruti_tyagi]

Hi Wesley,

Try to use SLAs for reporting:

http://wiki.servicenow.com/index.php?title=Service_Level_Agreements#gsc.tab=0

http://wiki.servicenow.com/index.php?title=Reporting_on_SLAs#gsc.tab=0

See if that helps.

Thanks

Shruti

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