How to calculate average time that is taken to close a ticket in service now

[adityamadhira]

I want to known average time taken to close tickets in service-now based on department via graph or list.

[Steven1]

Hi Aditya,

You can accomplish that by running a report on the incident table.

[Kalaiarasan Pus]

tickets is a generic term ... which type of tickets are you referring here?

[Mike Allen]

There are metrics that track open to resolve.   You can easily manipulate this to go open - close, and add things like assignment group or department to the metric.

[amadosierra]

That's right. Just head to Metrics > Definition where you will find the existent metrics being tracked.

If you need to add new ones, just refer to the wiki article: http://wiki.servicenow.com/index.php?title=Metric_Definition_Support