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

adityamadhira
Kilo Contributor

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

4 REPLIES 4

Steven1
Tera Expert

Hi Aditya,



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



Average Report.png


Kalaiarasan Pus
Giga Sage

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


Mike Allen
Mega Sage

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.


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