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

adityamadhira
Kilo Contributor

‎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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Steven1
Tera Expert

‎10-24-2014 06:12 PM

Hi Aditya,



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



Average Report.png


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Kalaiarasan Pus
Giga Sage

‎10-24-2014 10:30 PM

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


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Mike Allen
Mega Sage

‎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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amadosierra
Kilo Guru
In response to Mike Allen

‎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


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