Average response time reports

[George Z]

We are not using Performance analytics and I was wondering if there is a way to report on resolution times, response times and other metrics that would be good to report on but do not appear to be a part of the canned reports in the standard version of ServiceNow?

[Chandra Sekhar6]

Create a report on incident_sla database view. Use business elapsed percentage to get the average time and sla should be completed

[ersureshbe]

Hi,

You can generate the report based on below table

metric_instance_list.do

and refer the below screenshot  and highlighted fields to get the results 

Please mark as correct answer if it helped.

Regards,

Suresh.