Custom Time to Resolution Report

[Joe Taylor]

Need help creating a custom report.  Not sure how to go about this one.

The business requirement is to create a report (could be a bar or donut) with date ranges.

Date ranges are (Less than 1 day, 1-2 days, over 1 week, over 1 month)

The values are the total number of incident tickets' resolution times in each range.

For example:  10 tickets resolved in less than 1 day, 5 tickets resolved in 1-2 days, 3 tickets resolved in over 1 week, 2 tickets resolved over 1 month.

NOTE: We don't have the Performance Analytics Module!

Any ideas?

[Saurabh Gupta]

Hi,
I am not talking about duration field.
You can create a choice field and populate as per the resolution time for example.

Resolution Period: Within 1 day, 1-2 days, 2-7 days, More than a week, More than a month.

On the basis of resolution time populate the the resolution Period.

[AndersBGS · Accepted solution]

Hi Joe,

there is no need to create a custom field, since you already have duration value on each incident.

instead you need to look into report ranges:  https://docs.servicenow.com/en-US/bundle/tokyo-now-intelligence/page/use/reporting/concept/c_ReportR...

report ranges gives you the possibility to create ”Less than 1 day, 1-2 days, over 1 week, over 1 month)”. 

after you have created the range, you create a report utilizing duration and the newly created report ranges.

if my answer has helped towards a resolution, please accept my answer as solution a give a thumb up.

Beat regards

Anders