How can I set up a PA indicator to measure a SC Task open to closed duration, minus weekends?

[Chas]

Hi Service Now community,

I am looking to set up a PA dashboard and indicator to measure the time to resolve all service requests. By getting an overall average, we can then see which requests are taking too long and which are potential for automation. Additionally, we may want to adjust the SLA if appropriate.

However, when calculating the duration, we need to remove the weekends and possibly count working hours only ie. 8-6pm. Does anyone know how this can be configured?

Thanks.

Chas.

[Vishnu Prasad K]

Hi Chas,

There are OOTB PA scripts to identify the duration difference b/w 2 dates.

1. Create an automated indicator.

2. Create a PA script, Copy the code from OOTB duration calculator PA scripts, this is to find the duration of task

3. In the same script calculate the duration for the weekends using GlideSchedule, OOTB schedules exist for weekends. Start date should the task opened date and end date should be closed date

4. Minus the weekend duration from the duration of the task. You got the answer