approval time taken for ritm wit multiple approval

[mohitsingh]

Dear All,

I have 2 layer of approval for a request, 1st line manager and second one is with set of people.

I want to showcase time taken by each approver for a request.

Can anyone suggest me how to calculate without customization?

[maliksneha9]

Use the Approval [sysapproval_approver] table

Every approval (manager + group approvals) creates records in: sysapproval_approver

This table already stores:

• Created → when approval was sent

• Updated → when it was approved/rejected

• Approver → user

• State → approved/rejected

• Approval for → your RITM / request

Calculate time taken:-

Time taken = Updated - Created

• Created = Approval assigned time

• Updated = Approval action time

This gives exact approval duration per approver

[mohitsingh]

Hi, i am looking for solution with out customization, means weather is it possible via indicator?

we did a check on metric and when there is multiple approval the segregation is not looks possible as it is capturing time for all approvers 

[Tanushree Maiti]

Hi @mohitsingh 

You can refer :

https://www.servicenow.com/community/itom-forum/metric-for-approval-sysapproval-approver-table-to-re...

https://www.servicenow.com/community/itsm-forum/how-to-report-on-time-to-approve-requests/m-p/739379

https://www.servicenow.com/docs/r/platform-administration/c_MetricDefinitionSupport.html

Below articles might help you:
https://www.servicenow.com/community/developer-forum/how-to-calculate-the-approval-duration/m-p/1808...

https://baral.me/blog/post-servicenow-approval-duration-guide/
https://www.servicenow.com/community/itom-forum/metric-for-approval-sysapproval-approver-table-to-re...