how to create a report on sla break down by assignment report to show duration vs assignment group

[learn nv]

Hello All,

I want to create a report which shows the duration of each assignment group worked on an incident.

Eg: If an incident has been transferred to 3 different assignment groups during it's life cycle( Eg: 8 hrs.), group1 spent 2 hours, group 2 spent 1hrs,group 3 spent 3hrs and it is transferred to group2 again and now group2 spent another 2 hrs and closed the incident.

My report should be like below

Duration :                   0---------2hrs----------------3hr-------------6hrs.----------8hrs.

                       vs

Assignment Group:   group1-------    group2---------     group3------- group2-------.

[Astik Thombare]

Hi @learn nv ,

This thread might be helpful - https://www.reddit.com/r/servicenow/comments/15lpmxj/i_am_trying_to_create_a_report_to_capture_the_s...

         If my reply helped with your issue please mark helpful 👍 and correct ✔️ if your issue is resolved.

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Thanks,

Astik

[AndersBGS]

Hi @learn nv ,

You can create a report based on sla_breakdown_by_assignment, so your report would something like below when looking at a single incident:

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

best regards

Anders

[learn nv]

Hi Anders,

Thank you. I need to create a report which should show the average duration spent by an assignment group from above table.

From your example the average time spent by hardware group should be 1187 days 8hours 23 minutes for the given incident INC0010004.

I tried to create a bar chart with group by Assignment group and Average of business elapsed time, It is showing me the half of the 1187 days 8hours 23 minutes around 594 days for Hardware group. This is because as hardware group is involved 2 times in the incident life cycle it is dividing the duration by 2, which is wrong.

[AndersBGS]

Hi @learn nv ,

What is wrong? That an incident can be assigned to the same team twice? or? This is just the way metrics works in ServiceNow. 

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

Best regards

Anders