Age/duration calculation for active Incidents

[Anoop12]

Hello,

We need to calculate age of work in progress/active incident tickets , so that the tickets can be displayed/sorted on basis of age in dashboards. I see there is a duration field which calculates duration only when ticket resolved/closed. Pease let us know the availability of this functionality in ServiceNow ? If not available kindly suggest the feasible option/suggestions.

Thank You,

Anoop

[Yash Agrawal1]

Hello,

You already have 'metic_instance' table,where incident age, state ,duration is stored already 

Please check that table

Regards

Yash Agrawal

[JeremyBrizzi]

I'm looking to create reports and dashboard widgets for the same thing.  I need a running average of my teams specific active workload (tasks).  Duration only does close, so it's interesting I'm getting a number at all since the report is filtering only open tickets.

The Metrics Instance you provided doesn't really get it done as this doesn't allow for specific personnel or groups.

How do I get service now to give me the average age of an named group of Assigned To and/or Assignment Group that calculates: Current Time - Created = Task Age (then adds all the ages together and divides by the total, ie, Total Time / Total Tasks = Average Age)

[Tsura Andreeva]

You could create a report on the active incidents in a bar chart group by created, stack by assigned group or assigned to and change the count to avreage

[JeremyBrizzi]

I'll play with that and see if I can get it how I need it...I see you have an average age in there, that's a start but the view in your example is not what I'm looking for...I need the X Axis to display Task Type for a specific set of users, and the Y axis to display total tasks + Average age of active Tasks by Type.  Again, this is close, so thank you, I'll play with it.   I guess the underlying question here becomes, whether i can use task based conditions to get this.  Thanks again.