To create a report for active service requests

Ankitha4
Tera Contributor

‎03-13-2024 03:39 AM

Please suggest what types of widgets to use and what conditions to use to report ages of active service requests without usings SLA's.

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎03-13-2024 03:42 AM

Hi @Ankitha4 

 

you can get difference of open date and resolved / closed date to get age of an RITM.

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Dr. Atul G. - Learn N Grow Together
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Ankitha4
Tera Contributor
In response to Dr Atul G- LNG

‎03-13-2024 03:54 AM

Thanks for the reply Atul . But I need to get the age of the service request when it is in open state 

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Ankitha4

‎03-13-2024 03:59 AM

Hi @Ankitha4 

 

If you have this requirement, better use PA , as you can do calculation, or try to build a metric on state movement.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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AndersBGS
Tera Patron
Tera Patron

‎03-13-2024 04:56 AM

Hi @Ankitha4 ,

 

You can define some report ranges to report on the age of active service requests:

AndersBGS_0-1710330989125.png

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

best regards

Anders

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Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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