Calculate Time taken for particular group to approve the Change? + 8-5pm weekdays excluding holidays

AysenurU
Tera Contributor

Hi 

 

I hope someone can help me with the issue I am having right now. I have made so much investigation but without success.

 

I was trying to create a report which would show the time for groups to approve the Change Records. I have found a really good solution in community but need to tweak it a bit. Currently it calculates all the time from start to end (including non business hours and weekend etc).

 

This link will take you to the solution. https://www.servicenow.com/community/itsm-forum/calculate-time-taken-for-particular-group-to-approve...

 

I will also share some screenshots from my case.

 

1- I have created a metric.

AysenurU_0-1728391748249.png

 

 

2- Then a Business rule (I wanted to see only Change approvals so I added this in the when to run condition.)

AysenurU_2-1728391515118.png

 

AysenurU_3-1728391515121.png

 

 

3- Lastly created my report

AysenurU_0-1728391662992.png

 

 

 

However, when I checked the duration, I realized for one approval group it took like 7 days 20 hours 47 mins to approve. Normally it should have been like 2 days when we exclude the weekends and non-work hours.

 

Is there a way to link this schedule to my Business Rule? If so how?

 

AysenurU_5-1728391515126.png

 

 

Appreciate any help

 

 

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