Custom Incident Ticket Reporting Calculations

[Joe Taylor]

I am trying to create a very specific report from the Incident table.

For a particular time period (e.g. last week, last month, last year, etc.) I want to divide the total number of incidents that were reopened by the total number of tickets that were resolved for that period.

For example:

Last week, there were 8 Incidents that were resolved, then reopened at least once before being resolved again.

There were 100 tickets in total that were resolved.

I want to display a 8.00% in a report somehow.

What's the best way to do this?

[AndersBGS]

Hi @Joe Taylor ,

 please see my comment in your other post - as said there, the best solution will be performance analytics.

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

Best regards

Anders

[Joe Taylor]

Thanks for the suggestion.

However I've never used PA for anything before.  Can you get me started?

Also, we don't own a PA license.  So I think we only have 180 day trial version.

Are there any other alternatives?

[AndersBGS]

Hi @Joe Taylor ,

no, the only solution within ServiceNow is Pa for percentage calculation. Alternative you need to utilize a external reporting tool and do the calculation there.

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

Best regards

Anders