Resolve Time in days and hours format for report

[sach1]

Hi All,

As suggested in WIKI i have added the attribute format=glide_duration to the 'calendar_stc' i,e resolved time field.

It shows the time in proper format, but when i create a report on it the time is shown in seconds.

Can someone please help me with this ?

var resolved = new SummaryTableWriter("incident", "");

resolved.setTitle("Average Resolution Time of Incidents per week");

resolved.setQuery("resolved_atONLast month@javascript:gs.beginningOfLastMonth()@javascript:gs.endOfLastMonth()"); //Get Incidents for Last Month

resolved.setTrend('resolved_at', 'week');

resolved.setAggregate('AVG'); // Set Average for Resolve Time field

resolved.setColumn('calendar_stc');

current.summary = resolved.generate();// Generate data for Summary table

current.setWorkflow(false);

current.update();

Regards,

Sachin

[conmic]

I don't have any experience in generating these reports, so I may be wrong but perhaps GlideDateTime can help:

https://wiki.servicenow.com/index.php?title=GlideDateTime

[raghu59]

use this KB article :

https://hi.service-now.com/kb_view.do?sysparm_article=KB0656030

[montanadawgz]

Previous I set the default standards for max_unit=hours.

Reporting (Line reports) now all use the format HH:MM:SS which is what mgmt wants. So far it works. 

However we now have some MTTR monthly aggregate / Average reports that are reporting the Business Elapsed Time (BET) Average for the past month, based upon Service Owner.   Problem is that the report jumps back to the old time format of DD:HH:MM:SS that management doesn't want. They want this fixed and to work in ServiceNOW, not to export to excel.

Notice the the time format is DD/HH/MM/SS. 

Management wants the format to be in HH/DD/SS format.

Solutions that I am readying about.

1. Performance analytics. We will be purchasing this model shortly, but currently we have the Demo model for Incidents, but it is not customization. 

2. Create a customized duration field in Task_SLA table. Call it Business Elapsed Hour (BEH). I need help coding a trigger to fire at various times (Once per morning) to copy the value from BET, and to update the corresponding BEH value.  So far the BEH report yields 0 records. 

Developer said to write a business rule to copy the data from that particular field and hide it on the form. Form is Incident, but this field is NOT on the Incident table, but in the TASK_SLA table. Getting mixed confusing solutions from the community members? 

https://community.servicenow.com/community?id=community_question&sys_id=03cfb2addb58dbc01dcaf3231f961942

Mgmt doesn't want to use Export to Excel, but wants this to work in ServiceNOW.