Report same day resolution rate
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‎02-01-2016 08:15 PM
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

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‎02-03-2016 05:19 AM
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‎02-03-2016 08:46 AM
Good morning,
Depending on what version you have there are a couple ways to go about getting what you need. My first recommendation would be a custom chart.
You can see a version of what you are trying to do here:
Click on "reports" then "Custom charts" and then "incident backlog".
This is a default out of the box report that you can modify. Right now it shows from now back to the beginning of time, but you can change the scope.
Here is an example (1 year, so a slightly customized version of the OOB one above):
As you can see it shows how many tickets are opened, how many are closed, and then shows a backlog tracker.
Now, you should be warned that customizing these charts is not supported officially by ServiceNow. So you'll need to rely on the community or internal sources. But, I think this gives you more or less what you want, just change the date range down to 1 day (or 1 week, etc.).
Is this helpful?