Hi everyone,
I created an Average First Response Time report on the sn_customerservice_case table in ServiceNow CSM using reports module and placed it on the customer portal to show this month’s overall team performance. To calculate the metric, I used a Report Function field that computes datediff(opened_at, first_response_time) and stored the result in a calculated/report field called First Response Time1. The report filters are: First Response Time is not empty, number starts with “CS”, and Created This Month.
The report works as expected for agents and admins, showing the correct overall average across all cases. However, when customers view the same report on the portal, the value changes dynamically. Each customer sees a different average instead of the overall average as per the report.
Is there a supported way to display a true global KPI from sn_customerservice_case on the portal for customers without being affected by case visibility rules?
Thank you.
