Age/duration calculation for active Incidents
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‎10-05-2020 10:22 AM
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
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‎10-13-2023 08:42 AM
No go, I'm using the Task Table and not Incident, so I was unable to connect the dots with the graphic you provided. What I'm looking for is this, assumed it would be simple...I mean, it is in excel but I struggle daily to create basis widgets in Service Now that reflect meaningful measurable information that is easy to consume and tells a complete story.
Number of Active Tasks Average Age of Active Tasks
Task Type (Case) 21 17d 11h 12m 11s
Task Type (Incident) 8 00d 16h 11m 45s
Task Type (Project Task), etc. 1 134d 14h 6m 7s
ALL TASKS 30 8d 23h 18m 24s
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‎10-05-2020 10:29 AM
OOB, there should be a report, if you have performance analytics.
You can also use report ranges
Or you can create a custom solution provided in this thread
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