Custom Time to Resolution Report

Joe Taylor · ‎12-28-2022

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?

AndersBGS · ‎12-28-2022

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.

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Beat regards

Anders

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Anders

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View solution in original post

Saurabh Gupta · ‎12-28-2022

Hi,
You can create a custom field "resolution period" and you can make it populated on closure of each incident and hence you can make a simple pie report on this field.

Thanks and Regards,

Saurabh Gupta

Joe Taylor · ‎12-28-2022

Where do I create this custom field? On the Incident table?

Saurabh Gupta · ‎12-28-2022

yes on incident table.

Thanks and Regards,

Saurabh Gupta

Joe Taylor · ‎12-28-2022

There looks like there already is an OOB "Group By" selection called "Duration".

How do I customize the date ranges?