To calculate duration using performance analytics

[Rakshanda Kunte]

Hi All,

The requirement is to calculate the duration of RITM state from 'Open' state to 'closed' state using performance analytics.

I tried to create Indicator source and containing filter of "created on Today" and "closed on today". But, it did not work.

Will anyone be able to share any inputs for this?

Thank you.

[Tai Vu]

Hi @Rakshanda Kunte 

Currently, there are business rules in place that track duration and business duration for Request [sc_request] and Catalog Task [sc_task]. You can consider cloning one of these business rules to track similar duration data for Requested Item [sc_req_item].

URL: https://<instance_name>.service-now.com/sys_script_list.do?sysparm_query=name=Mark%20Request%20Closed^ORname=Close%20Ticket

Regarding the Indicator Source, you can configure the filter based on your reporting frequency:

• Daily: Closed on Today
• Weekly: Closed on This Week
• Monthly: Closed on This Month

Next, set the aggregation method (e.g., Average, Sum, etc.) for the Duration or Business Duration field as needed for your analysis.

Cheers,
Tai Vu

[David Hepburn]

@Tai Vu  has a solid suggestion.

Another option is to use Metrics. 

OOTB, there's a Metric configuration to calculate Create to Resolve duration for INCs.  This may be used as a model to create a similar config for your use case.  Screenshot attached.

If you go the Metric route, this SN doc contains helpful information regarding the amalgamation of Metric info: Database Views in the Base System .