Created and closed date difference of task in servicenow reporting

[rituc]

Hi all,

Can any one tell me is there any way out to find the difference between the "created" and "closed" date in task table or change_request table in basic reporting?

I can not use script/ custom chart. Is it possible to get the time difference in basic reporting?

[amaradiswamy]

Hi Ritu,

OOTB, we have two fields duration and business duration(time spent on a ticket during business hours only) which will be used for calculating difference. Please check BRs to see how the difference is calculated.

Thanks and regards,

Swamy

[rituc]

Thnx Swamy for replying.

Sadly in my instance both the fields you mentioned are blank in case of task and problem table.

I am able to create report for incident table using these columns. But stuck with problem and task table.

Thanks,

Rituparna

[amaradiswamy]

then ran a background script to update the fields with difference between opened and closed. and make sure that you include setWorkflow(false), autoSysfields(false) to eliminate confusion and the updation may cause some notifications to trigger if the conditions matches.

thanks and regards,

Swamy

[gyedwab]

If you use Explore Analytics you can use Excel style formulas to build those kinds of reports... for example, in a list:

or in a pivot to do the average:

You can do these reports live against ServiceNow if you have an update set applied, or you can do it against Excel extracts if you can't get access. Sign up for a free trial here to try it out.