Report same day resolution rate

[mattdouhan]

How can I use standard report tools to report same day resolution rate?

For example total number of tickets opened today is 100

10 of the are resolved today so the same day resolution would be 10%

I can only find how to tell the number of same day resolved tickets by using Opened AND resolved in my filter but I cannot figure out how to put that towards my total number of tickets opened that day

Any help greatly appreciated

[Michael Fry1]

Sorry, didn't realize you wanted over time. I think that's a Trend. Let me try.

[mattdouhan]

over time or one specific day like "today" also works

But if it can be done over time that would rock my world

[Michael Fry1]

Try this. I don't really have good data in dev instance but thinking this might get you closer.

[gyedwab]

A note about "same day as" -- it may look as though you're filtering on incidents that were opened on the same day, but actually you're filtering on same day OF THE MONTH as. So an incident that was opened in January 1st 2016 and closed on February 1st 2016 will show up as meeting the filter. You need to filter on "same day as" AND "same month as" AND "same year as".

With Explore Analytics, you can get the trend that mashes up "all created" live with "same day resolution":

Trend of Same Day Resolution with Ratio

That's a timeline for the last six weeks; you can filter for as far back as you'd like.

You can also set up a percent ratio between the two:

Then you get a % trend like this:

Trend of Same Day Resolution with Ratio

Or if you prefer, a scorecard like this:

Same Day Resolution

If you're logged in, all of these views can be drilled-through to the underlying data, and it can all be embedded in ServiceNow's out-of-the-box dashboards.

[mattdouhan]

the problem remains the same, it does not show me total tickets created that day, and then the same day resolution date for those that were closed same day