Average Resolution time on HR cases

dvelloriy
Kilo Sage

‎05-20-2025 06:11 AM

Hello All,

I am planning to create a report on HR cases closed in last 3 months based on average resolution time. I see the field current is available on HR tables OOTB. I need to create a report for HR cases which were closed in 1 day, 2 days, 3-5 days, a week, 2-4 weeks etc. Currently i am getting the below results when I am using average resolution time. It seems the system has translated the time it took in mins to resolve the HR case in no of days. Can we consolidate and group them in days bucket i explained above. Please advise.

 

 

 

dvelloriy_0-1747746510897.png

 

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Marco Nappo_
Mega Guru

‎05-20-2025 07:15 AM

You can do that with Bucket groups for Performance Analytics, have you ever used that? https://www.servicenow.com/docs/bundle/yokohama-now-intelligence/page/use/performance-analytics/conc...

 

Otherwise you need a function field : https://www.servicenow.com/docs/bundle/yokohama-now-intelligence/page/use/reporting/task/create-func...

 

The first option is more complicated but doesn't require a custom field but do require you to know Performance analytics

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