How to calculate average time taken from open to closed incident

[Naresh_5120]

Dear Community,

I am trying to create a report which will show the average time taken to resolve the ticket, this will calculate the actual time taken from open to close the ticket. in order to achieve this i have created 2 additional fields on is current time of ServiceNow and Duration Field. However its not showing the actual duration taken instead it is showing time.

Can someone help me here, how this can be fixed.

Regards,

Naresh

[Dr Atul G- LNG]

Hi @Naresh_5120 

https://www.youtube.com/watch?v=XC9Q4B_l8f8

https://www.process.st/how-to/calculate-mttr-for-incidents-in-servicenow/#:~:text=Dividing%20the%20t....

[AndersBGS]

Hi @Naresh_5120 ,

you can’t calculate an average based on a single incident. An average is calculated by sum of multiple entries divided by count of multiple entries and can be done through performance analytics.

If I have misunderstood the business requirement, please provide some additional context.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Naresh_5120]

Hi @AndersBGS ,

I am trying to calculate the actual duration taken to resolve the incident from open to close. For example of incident is opened today at 01/04/2023 16:54 PM and Resolved at 01/04/2023 16:55PM, this means it has taken 1min to resolve the incident. I would like to get this output.

[AndersBGS]

Hi @Naresh_5120 ,

When you want to calculate the open till closed, then you should create a function field in the report designer like below:

Which will give below result:

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders