Ticket duration

NigelUnderwood
ServiceNow Employee
ServiceNow Employee

‎08-30-2011 06:35 AM

How do we report on Ticket duration?

What I am looking for is how long tickets have been open (Not how long they have been worked on!!)

I assume that there is some sort of service running that looks after SLA breaches, can something similar be used to identify the ticket duration so that we can report within the solution

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Not applicable

‎08-30-2011 08:41 AM

This can be done using the out of box metric definition plug-in - http://wiki.service-now.com/index.php?title=Metric_Definition_Plugin

There are oob database views that allow you to easily report on metrics (incident_metric for example)


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dave_m13
Kilo Contributor
In response to

‎08-31-2011 01:44 AM

Hi

I am just wondering how this can actually be achieved with a metric, you can measure Opened to Closed etc based on various criteria as the data is there and metric is created on a change or a script calculation.

However if you have to measure the duration of an open incident, so opened date to current date/time, how would you call the current date/time to measure the duration even if nothing has changed within that incident.

Thanks


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