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

[hind]

Hi @AndersBGS 

I am trying to create a report which displays the average processing time of RITM I created a calculate field of type formula and I put: Formula: glidefunction:datediff(closed_at, sys_created_on) here is the error which gives me

[AndersBGS]

Hi @hind ,

where are you creating the calculated value? What I replied earlier is direct from the report creation:

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

Best regards

Anders

[hind]

hi @AndersBGS 

i dont have this