Time to acknowledge average time per week and month

[atsilividis]

Hello all,

I am new to the “service now” application and I am currently trying to create reports for the IT support team. what I would like to have, is how much time it takes for a team to respond to a ticket or to acknowledge it on a daily average and on the monthly average if someone could point me to where I could get this information would be great

 thank you,

anthony

[Dr Atul G- LNG]

Hi @atsilividis 

To know the average time, you need to figure out the 

- From which state you want to evaluate?

- Acknowledge means?

For OOTTB SN provide response SLA , which means as soon as Incident get created and how much a team take to response / acknowldge.

If you build SLA , then easy for you track this.

[atsilividis]

Hello Atul G,

the issue that i also have is that there are no SLA that have been set yet, is there another way of getting this info ?

thanks

Anthony

[AndersBGS · Accepted solution]

Hi @atsilividis ,

As @Dr Atul G- LNG already have mentioned, SLA definition would be the obvious choice. If this is not an option, then for other solutions it's really depends on your workflow to answer that. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders