caculate Acknowledgement time

srikanthsuri012 · ‎03-17-2017

i need to calculate Acknowledgement time when state changes

Chuck Tomasi · ‎03-20-2017

You are welcome Srikanth.

I should have also mentioned this. If you are just interested in measuring and reporting (and no trigger for breaching) them Metrics may be a simpler solution.

Metrics

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Thank you

View solution in original post

Chuck Tomasi · ‎03-17-2017

Can you provide some additional details on what you are trying to accomplish? Details (table names, catalog items, etc) are encouraged. Screen shots are always appreciated.

srikanthsuri012 · ‎03-17-2017

thanks Chuck Tomasi for your reply

here the details are provided

Acknowledgement Time: (Service Desk accepting the case and logging something in the activity log/changing status) = 15 minutes in 90% of all cases, max. 20 minutes in 100% of all cases (report should highlight breaches) for incident table

regards

Srikanth

Chuck Tomasi · ‎03-19-2017

HI Srikanth,

Take a look at Service Level Agreements. You can establish start/stop/pause conditions to your target metrics as noted in your previous reply. These are a standard configurable option with the platform that you can then report on.

http://wiki.servicenow.com/index.php?title=Service_Level_Agreements

srikanthsuri012 · ‎03-19-2017

thanks chuck Tomasi

it helps me to get the solution.

Regards

Srikanth