Reports and dashboard

spectura77 · ‎09-06-2024

How can we create a create a report in service now for successful, failed and completed vs open changes and average time to close metrics is there way possible

i have tried to create a report but it is not showing the avg time from change_request table.

Please guide.

AndersBGS · ‎09-06-2024

Hi @spectura77 ,

what is it that you would like to utilize average time to close till? how would you calculate this? In general it make sense from incident perspective, and it partially makes sense from a request perspective… but not from a change perspective.

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Best regards

Anders

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Best regards
Anders

Rising star 2024
MVP 2025
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Dr Atul G- LNG · ‎09-07-2024

Hi @spectura77

Change involves many states, and every state takes time. The best is to use PA to get this.

https://INSTANCENMAE.service-now.com/now/nav/ui/classic/params/target/%24pa_scorecards.do

https://INSTANCENMAE.service-now.com/now/nav/ui/classic/params/target/%24pa_dashboard.do%3Fsysparm_dashboard%3D05b0a8b7c3123010a282a539e540dd69

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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