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Incident Management forum
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Hi Team,i need to create a report For Eg- if ticket is re-opened on today how can i add in the report this ticket is resolved by some other person not that person to whom it is assigned today. How can i achieve that? if i add resolved by it shows the...

Garvit1 by Tera Contributor
  • 562 Views
  • 4 replies
  • 0 helpfuls

Resolved! What to do with IT questions in the Incident process?

We are setting up the incident process out-of-the-box but it's unclear how ServiceNow wants to handle non-incidents, like questions and spam. There is a Category in Incident table called "Inquiry / Help". Should questions be incidents records with th...

Per5 by Giga Guru
  • 825 Views
  • 3 replies
  • 1 helpfuls

Report on Incident overall duration

Can we create a report on the incident and the time spent in each state? I have made a report that only shows the average business duration. But I want to see each state's duration in a stack bar.   

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GBS by Tera Contributor
  • 506 Views
  • 4 replies
  • 0 helpfuls