Performance Analytics Formula Help

[Mrabates]

What formula will average the duration of all tickets opened by in a month?

I tried using the following

Here's a step-by-step guide:

1. Indicator Source:

• Go to "All" menu > "Performance Analytics" > "Sources" > "Indicator Sources" . 
• Click "New": to create a new indicator source. 
• Name: Give your indicator source a descriptive name (e.g., "Incident SLA Achieved"). 
• Description: Add a brief description. 
• Valid for frequency: Choose the desired frequency (e.g., weekly, monthly). 
• Report source: Select the relevant table (e.g., "Incident"). 
• Facts table: ServiceNow will likely populate this automatically. Use the default value. 
• Conditions: Filter the data based on your SLA definition (e.g., filter for incidents with a specific SLA definition and status). 
• Save the indicator source . 

1. Formula Indicator:

• Go to "All" menu > "Performance Analytics" > "Sources" > "Indicators" .
• Click "New": to create a new indicator.
• Name: Give your formula indicator a name (e.g., "Achieved SLAs %").
• Type: Choose "Formula".
• Unit: Select "Percent".
• Formula: Build the formula based on your indicator sources.
• Example Formula: (# of Incidents where SLA Achieved / # of Incidents with SLA) * 100.
• Save the formula indicator .
• Publish the indicator to a UI 

[NITINRAVLANI]

Hello,

Formula indicators works on indicator data itself so before you create formula indicator you need to create an automated indicator to calculation duration.

Here are the steps - 

First Indicator

Name -  Summed duration time of resolved incident SLA

Configurations --> 

Unit - Hours

source - Incidents.SLA.Resolved (incidents resolved today from incident sla table with required conditions like SLA type = ??, SLA definition etc

Aggregate - Sum

Scripted - Checked

Script - Incident.SLA.Task.ResolveTime.Hours (out of the box script)

Additional conditions - As per your need E.g. has breached = False etc

Second indicator - 

Name -  Count of resolved incident SLA

Configurations --> 

Unit - #

source - Incidents.SLA.Resolved (incidents resolved today from incident sla table with required conditions like SLA type = ??, SLA definition etc

Aggregate - Count

Additional conditions - As per your need E.g. has breached = False etc

Formula indicator = [[Summed duration time of resolved incident SLA]] / [[Count of resolved incident SLA]]

This will result value in hours as script says hours. you may further divide formula by 24 to get values in days.

Formula indicator = [[Summed duration time of resolved incident SLA]] / [[Count of resolved incident SLA]]/24

Hope this helps