Help with calculating Approval durations in an RITM

Bruler1230 · ‎07-10-2019

Hello,

I am looking for some guidance on the best way (possibly easiest way) to calculate how long it takes for a user to complete an approval in a RITM.

Here is my scenario: In my RITM, I have four approvals, each approval is done by a different group. I need to track how long each of these 4 approvals is taking. Please let me know if more info is needed. Any help is appreciated.

Thanks

Priyanka Gupta · ‎07-10-2019

Check out this post - https://community.servicenow.com/community?id=community_question&sys_id=6d58cfaddb1cdbc01dcaf3231f96...

Bruler1230 · ‎07-10-2019

Thanks. I need to display this duration time in the requested item view in the system UI, not in a report. Any ideas about that?

AbhishekGardade · ‎07-10-2019

Hello Bruler,

How you are deciding Duration Start time? What should be the start time? have you created any fields to capture the approval duration,

You can find the duration between approval requested and approved for 1st approval and you can achieve that by GlideRecording to sys_approver table.

Thanks,

Abhishek Gardade

Thank you,
Abhishek Gardade

Bruler1230 · ‎07-10-2019

Hello,

Yes, I have created duration fields on the requested items table for each of the approvals. Currently, i have a business rule that runs when the approval group changes, and the action is to make the approval stop time field same as updated.