Reports in ServiceNow

[kathymorris]

Hi All, 

Our team has been having challenges with the reports module in SN. Have not been finding enough documentation to help us do certain tasks (i.e. configure and calculate Business Resolve time in the Incident Metrics. 

We are trying to run a bar chart report of Incident tickets (Incident table) assigned to a specific Group that were not resolved within 5 days. Instead, 0 records came back, which is not accurate.

Can someone tell us what we are doing wrong? 

Thanks,

Kathy

[pavani_paluri]

Hi Kathy,

We can do using a Custom Field called Days to Resolve, and automatically calculate (Resolved Date - Opened Date). Then you can use this field to report.

You can also create a custom report source or scripted field that does the date math correctly in the background.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P

[SD_Chandan]

Hi @kathymorris ,
You want Incidents assigned to "..... group ...." that were not resolved within 5 days.

then change condition 
Resolve time - greater than - 5


you can apply logic on sla based as well 

let me know if you need any further help

[Shubham Khera]

Hi @kathymorris 

Instead of creating the report on the Incident table, select the Task SLA (task_sla) table.

Under the conditions section select Task > Task Type is Incidents AND Business Elapsed Time is greater than or is 5 days.

You can group by Task > Assignment Group so see the number of incidents counts by each assignment group.

Kind Regards,

Shubham