Incident response time

Deepthi24
Tera Contributor

‎03-10-2023 05:34 AM

Hi Team,

 

I need to find a way to run a report that shows me an average incident response time. There is no active SLA configured. Is there a way to find the response time without SLA?

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SebastianKunzke
Kilo Sage
Kilo Sage

‎03-10-2023 06:04 AM

Hey Deepthi24,

If you want to know, the response time meaning time between creation and first contact to the customer you can only measure it with SLA and you will not be able to receive this time.

However ServiceNow has a resolve time, I know this isn't the same as a response time but may helps you to get a first report done. You can find more informations about the time here.

I hope the answer is helpful for you.
Regards Sebastian

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AndersBGS
Tera Patron
Tera Patron

‎03-10-2023 06:46 AM

Hi @Deepthi24 ,

 

No, SLA should be configured to measure the response time accordingly.

 

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

 

Best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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