Incident ageing report for my current assignments

[debajyoti]

Hello All,
I would like to have an ageing report for all Active incidents assigned to our managed assignment groups, however the challenge I am facing here is I can only calculate the ageing from Open time till current. Now, if that incident had hops between our managed and non-managed (Let's say, third parties) groups, how can I capture the actual ageing as on date from the last reassignment to our managed groups?
Note: I am not a developer, so would appreciate if you can share suggestions or solutions on using SNOW reporting feature.
Thanks in advance.

[Community Alums]

Hi @debajyoti ,

ou can try to use the 'Business Duration' field (ie. how long it took for the ticket to get resolved) that should be available out of box.   Here's my sample report:

[AndersBGS]

Hi @debajyoti ,

You can either utilize business duration out of the box (Already available in report designer), or you can have an OLA/SLA created where you specify start, stop and pause conditions. By creating the OLA, you will be more in control of when the time should pause and when it should not pause.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders