How to calculate average time that is taken to close a ticket in service now
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‎10-24-2014 05:34 PM
I want to known average time taken to close tickets in service-now based on department via graph or list.
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‎10-24-2014 06:12 PM
Hi Aditya,
You can accomplish that by running a report on the incident table.

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‎10-24-2014 10:30 PM
tickets is a generic term ... which type of tickets are you referring here?
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‎10-25-2014 09:31 AM
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.

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‎10-27-2014 09:58 AM
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