I have a report that is getting the count of incidents resolved in a month and breaking them down in groups of date ranges. For example, Same Day, 2-5 days, 5-7 days, 1-2 weeks, etc. This is an old report that used the Business duration field for tracking. What we've noticed is that the system is adding 2 days to the business duration for incidents even if the Created to Resolved time calculates to less than that.
I've checked with support and they had me check to make sure I was only using one calendar and also suggested using metrics because the business duration field is leftover from earlier versions of ServiceNow. With this information, I found that we had some metrics already created to do this Create to Resolve calculation and attempted to create an updated report using this metric, but I have not been able to find any resources that shows how to group metric results similar to how business duration gets grouped in the old report.
For reference, this is the old report and is attached:
 
This is the new report I've been tinkering with to try to figure out how to achieve the same results. It currently lists out every variation of time to resolve as a result.
Any assistance would be appreciated!
 
Hi @joxher ,
As the report range exist on a global level, you can just make a report on the table metric_instance:
Chose bars as vizulization:
And group by duration:
With the condition of the definition:
This will give you the same view as the original report:
If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Best regards
Anders
Hi @joxher ,
As the report range exist on a global level, you can just make a report on the table metric_instance:
Chose bars as vizulization:
And group by duration:
With the condition of the definition:
This will give you the same view as the original report:
If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Best regards
Anders
