Want report on average duration to show in hours

[Goran WitchDoc]

I wonder if it is possible to make the vertical line here in hours instead of "days". I have put the attribute "max_unit=hours" on the field so when looking on an incident the task sla show the duration in hours, like 34 hours.

But then I put a report on the vaules, I still get that in "days"...

Like this:

I rather have it in ours like: 27hours, 56hours etc...

Hoping that there are a settting or something simular so I don't have to make a own field and the the vaule there in hours and then do the average on that field.

[montanadawgz]

Can't hide it on the form, since the form is using the Incident table. 
Trying to copy the value from Business_Duration (Business Elapsed Time) in the Task_SLA table. 

Can't get business rule to fire. 

[montanadawgz]

Did that but management wants the standards to be in HH:MM:SS. 

ServiceNOW says this is an enhancement or that it might exist in Performance Analytics.

[montanadawgz]

We don't have performance analytics yet but will be getting it in the next 2 years.

Meanwhile management wants all reports to be in HH:MM format. 

Report: Incident Mean Time to Resolution by Service Owner - Last QTR

Type: Bar

Group by Business Service Owner

Stacked by Priority

Aggregation: Average

Aggregation field: Business Elapsed time

Percentages: Use Aggregation

No groups System Default.

Conditions: Resolved on Last Quarter.

Even though I set the max_unit = Hours, the time to HH:MM the aggregation changes it back to DD:HH:MM. 

So the solution is to create a customized field call Business Elapsed Hours (BEH), in hours. 

Is it possible to get it to calculate to HH: MM? 

I then question is will the BEH field then show up in the Aggregated field, and be able to calculate the Average?

[montanadawgz]

Service NOW recommends that I write a Business Rule using the Incident Table so that when the Incident State is updated to Acknowledge, the I want the find the Business Elapsed time (business_duration) and copy it into my new customized field u_business_elapsed_hours, which I have for formatting as HH:MM:SS, regardless of if it is used as an Aggregate total.

However I cannot get business rule to work:

When to run:
Incident_state = Acknowledged

(function executeRule(current, previous /*null when async*/) {

var betdur = current.getValue(task_sla.business_duration);
current.setValue(task_sla.u_business_elapsed_hours, betdur);

})(current, previous);

If I can get the business_elapsed_hour field to get filled in, then I can repeat this process

for the Incident-state = Resolved.  I might created another BEH field for Resolved, 

and a separate one for BEH Response.

Reported a BUG to Service NOW, since the time_max=hours (HH:MM:SS format) only works on list and line reports. Any time an Aggregate report is used, it ignored the time_max value, and defaults back to DD:HH:MM:SS

[Daniel50]

Hi there

Is there any way that the report considers the schedule? I have a report for estimated work duration. Eventhough the schedule ist "5x8 Workingdays" 1 Day counts as 24 hours. Do you know what I mean? It counts for example:

1 Day 8 Hours 30 Minuten +

2 Day 7 Hours 30 Minuten +

3 Day 5 Hours 30 Minuten = 6 Days 20 Hours 30 Minutes

it's supposed to be 8 Days 5 Hours 30 Minutes

I just couldn't figure it out.

Any ideas?

Daniel