Average Response Time Hrs per site

[Colin16]

Hi,

Im trying to run a report on the average time it takes for our service desk to respond to incidents, I would like to filter this per company if possible.

I can run the out the box  "Average Response Time Hrs" report but it fails when i try to filer by company, always returning a result of zero....any ideas?

[ChrisSteinke1]

Hi Colin. First off - is this for the Customer Service Application or for Incident Management? The report you reference is for Customer Service Cases but you mention Incidents in your question so I wanted to ask. The below answer is specific to Customer Service and not Incidents. 

The data model for Customer Service has additional fields available compared to Incidents. ServiceNow has a Company field on Case records, but also 'Account' which may show similar data in your system, and also a Contact associated with each case. 

It may be that Company on the actual record itself is not populated on your system. Another approach that works well for clients is to "dot walk" to the Company of the Contact (on Incidents it would be the Caller field). To utilize that in your filter, you should first scroll to the bottom and select 'Show Related Fields', then select 'Contact ==> Contact fields' and select the Company.

I activated the Customer Service plugin on my personal developer instance in order to compare and I noticed something strange. The Aggregated field that is showing for me out of the box is actually 'Priority' and not a Duration related field. Would you mind sharing a screen shot of the Field configuration on your system? I don't see a comparable Response duration field out of the box. 

The 'old' way of tracking things like Response and Resolution was to use fields on actual records. The more modern, best practice approach is to use the SLA table. If a Response Time Duration field is not already available on your Case records, it may be more efficient and accurate to use SLAs. 

1) Create a new SLA Definition for general response time for Cases. 

2) Create a Report on the task_sla table, filter it to only look at task_sla records related to your new SLA definition, and then create a report showing the Average using the out of the box Actual elapsed time or Business elapsed time as your Aggregated field.

Let me know if this helps or if you have more questions.

Regards,

Chris

[Colin16]

Hi, my fault (Im new to this)

I need it for incidents, not the customer services option, would you know the fields required for that?

Thanks in advance for your help

[ChrisSteinke1]

Out of the box there is no field that captures Response time, in part because each client defines it differently. Some examples of the from / to actions commonly associated with Response are:

• When the incident is created --> When it is first assigned to an individual
• When the incident is created --> When the first communication is made to the client
• When an incident is assigned to a Group --> When the Group assigns it to an individual
• When an incident is created (e.g. from web) --> When it is first routed to another Group by the ServiceDesk

So first things first, it is critical to gain consensus on what Response means to your organization.

Regardless of the definition, the most efficient way will still be creating a new SLA definition record. Each SLA definition has Start and Stop Conditions, which can be configured to match your organization's definition of Response. Once you have your SLA created and working, you may then report off the incident_sla table, for SLA records that are Completed for your new definition, and average the Actual or Business elapsed durations.

Good luck and let me know if you have anymore questions,

Chris

[Harlowe]

We currently use the Customer Services Application in our B2B Support group. I did some checking in our test instance and this lined up. 

This was super helpful, thank you @ChrisSteinke .