How to create dashboard regrading :Mean time to respond - Incidents

[Alex78]

Hi Team,
How to create a dashboard regarding : Inciden Service Dashboard

Mean time to respond - Incidents
Time series
calculate the Mean time to respond to incidents where the assignment group is "App Engine Admins " per week
go back 6 months.

calculate the Mean time to respond to incidents where the assignment group is "Application"  per week
go back 6 months

Mean time to Resolve - Incidents
Time series
calculate the Mean time to respond to incidents where the assignment group is "App Engine Admins " per week
go back 6 months

calculate the Mean time to respond to incidents where the assignment group is "Application" per week
go back 6 months

Thank You!

[Amit Gujarathi]

Hi @Alex78 ,
I trust you are doing great.
You can try below script 

1. In the widget configuration, select the "Time Series" chart type. This chart will allow us to track the mean time to respond over time.

2. To calculate the mean time to respond for incidents assigned to the "App Engine Admins" group per week, you will need to use ServiceNow GlideAggregate queries. Here's an example of how you can retrieve the data using GlideAggregate:

var incidentGR = new GlideRecord('incident');
incidentGR.addQuery('assignment_group', 'App Engine Admins');
incidentGR.addQuery('sys_created_on', '>=', gs.monthsAgo(6));
incidentGR.query();

var dataset = [];
while (incidentGR.next()) {
  var responseTime = gs.dateDiff(incidentGR.sys_created_on, incidentGR.sys_updated_on, true);
  var weekStart = gs.datePart(incidentGR.sys_created_on, 'week');
  
  // Add data point to the dataset
  dataset.push({
    x: weekStart.getDisplayValue(),
    y: responseTime
  });
}

[Benjamin A]

Hello Alex,

For all of these, you first need to make sure you have properly configured SLAs. Once you have your SLAs for incident response and incident resolution, you can create reports for each of the time series and add them to a dashboard.

To create an average incident response time per week where the assignment group is "App Engine Admins “, you will want to configure your report as follows:

Data:

Source type: Table

Table: Task SLA [task_sla]

Type: trend (other)

Configure:

Group by: none

Trend By: Created On

Calendar: Standard calendar

Per: Week

Aggregation: Average [Business elapsed time]

Percentage calculation: Use Aggregation

Filter Conditions:

Task.Task type is Incident

SLA definition contains response

Task. Assignment group is App Engine Admins

Stop time relative after 6 Months ago

You can then modify this report for your other requirements by changing the filters.