Hi Community,
I need to create reports for PSC‑related Incidents that are resolved by the DCC team, based on the time the incident was created.
Business Hours:
7:00 AM – 4:30 PM (ET)
Reports required:
- Monthly report for incidents created during PSC Business Hours and Non‑Business Hours
- Yearly report for incidents created during PSC Business Hours and Non‑Business Hours
I am using the Incident table and the standard Report Builder.
Date filtering (Created on = This month / This year) works fine.
Issue:
However, when I filter using time (for example 7:00 AM or 4:30 PM), it only evaluates a specific date, not every day in the month.
I also do not see options like Created Hour or Created Minute in the standard report condition builder.
From the screenshot attached, you can see that incidents created after 7:00 AM are still being returned incorrectly, even though business hours are 7:00 AM to 4:30 PM.
Question:
What is the recommended approach to correctly report incidents created during business vs non‑business hours for every day in a month or year using standard ServiceNow reporting?
please find the screenshot
Yeah the issue is coming from using normal filters with time, they don’t evaluate across every day, they only apply to a specific date context. The correct way to handle this in standard reporting is to use a Time Series report.
Set the report type to Time Series, then use Created in Trend by and set the interval to Day so you get proper dates on the X axis.
For the time part, use the Created trend fields in the condition builder instead of normal time filters. For example, keep Created on as This month or This year, and then add conditions like Created trend Hour greater than or equal to 7 and less than or equal to 16 or 17 depending on your cutoff.
This way the time condition is evaluated for every day, not just a single date, and your report will correctly show business vs non business hours.
