Report same day resolution rate

mattdouhan
Kilo Contributor

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

11 REPLIES 11

If you go back to the first report and use Pivot table (set Row & Column to your choice), you can add another filter like Opened on last month. That would give you counts for each day Opened is same day as Resolved.



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Scheuerman1
Mega Expert

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:



report.png



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):



example.png



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?