Is there any way to find how long the ticket is in one queue before escalated to other team

[mania]

Hi,

Is there any way to find how long the ticket is in one queue before escalated to other team (Report on Time queue for Escalation).

Can anyone please help on this, It will be helpfull.

Thanks!

[Hayo Lubbers]

Hi @mania ,

Have a look at the SLA Breakdown definition(s) : https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-man...

If you have SLA's defined and the SLA Breakdown is setup, you can see per assignment group / assignee how long the ticket has been at a certain group/person.

If not, this is time to start 🙂

Regards,

Hayo

[mania]

@SN_Learn , @Hayo Lubbers 

Thanks for your responding!
Is there a way to report on how much time a ticket(Incident or Case) spent in each queue before it was escalated to another queue.

Can you guys please provide steps to my query, It will be usefull.

Thanks!

[Hayo Lubbers]

Hi @mania ,

Have a look at e.g. https://www.youtube.com/watch?v=eKLWsaEz3rs

It's old, but it explains the logic and shows the reporting capabilities.

Regards,

Hayo

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[SN_Learn]

Hi @mania ,

Please check the below post, it might help:

Report of tickets handled by assignment group 

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