Hi @Shashi K
Step 1: Create or Identify Required Fields
First, ensure there is a mechanism to capture the time when a change request moves to the “Assess” stage. If this doesn’t exist, you might consider creating a custom date/time field that is updated via Business Rule or Workflow when the change request status changes to “Assess”.
Step 2: Create a Business Rule or Workflow
Create a Business Rule (or Workflow if more appropriate for your process) that sets the current date/time to the custom “Assess” date/time field when the state of the Change Request changes to “Assess”.
1. Name: Populate Assess Date
2. Table: Change Request
3. When to run the rule:
- When: before
- Insert: false
- Update: true
4. Condition: current.state == 'Assess' && previous.state != 'Assess' (Adapt the condition according to your field values. This condition checks if the change request is being updated to the “Assess” state from a state that wasn’t “Assess”.)
5. Actions:
- Action: Set a field value
- Field: [Your Custom “Assess” Date/Time Field]
- Value: gs.nowDateTime()
Step 3: Create the Report
1. Navigate to Self-Service > Reports in your ServiceNow instance.
2. Click on “Create New”. Select the type of report, e.g., “List” or “Bar Chart”, depending on how you wish to visualize the data. For average time, a list or aggregated bar chart might be useful.
3. Select Data: For “Table”, select “Change Request”. Depending on your exact requirements, you may need to create a filter that includes only the Change Requests that have reached or passed the “Assess” stage.
4. Configure the Calculation:
- When setting up the report, look for an option to calculate the duration or average time. This might involve using the “Group by” feature or selecting a specific calculation type, depending on the report type.
- If directly calculating within the report isn’t feasible due to the reporting tools limitations in calculating average durations based on your fields, consider using a Scripted Calculation.
- For Aggregation: Select “Average” as the calculation type and specify your “New to Assess Duration” field.
- Note: You may need to create a scripted field that calculates the duration between the “Created” date/time and your custom “Assess” date/time if direct duration calculation isn’t available in the report configuration.
5. Finalize and Save your Report. Give it a meaningful name, configure sharing settings as appropriate, and save.
Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
- Keep Learning
Thanks & Regards
Deepak Sharma
