Average time by state

[csaravia]

Hi everyone

We are traying to find how long a ticket has been in each state before been closed. Any report or idea?

[Jochen Geist]

You can use several of the existing metrics, e.g. "Incident State Duration" for this. Take a look at the Metric table. More info can be found here:

https://docs.servicenow.com/bundle/geneva-performance-analytics-and-reporting/page/use/advanced_repo...

For reporting you can use the existing database views:

https://docs.servicenow.com/bundle/istanbul-performance-analytics-and-reporting/page/use/reporting/r...

[csaravia]

Thanks for your answer Jochen

Do you know how can I access to Database view? Wich option do I need?

[Dennis R]

You can access the view just like a normal table.   It's called Incident Metric [incident_metric]

I've created a sample report in my personal instance and pasted a screenshot below so you can see exactly what it looks like.   A couple of notes that might be helpful:

• When you look at the Duration, make sure you look at the Duration(mi_duration) field, which is the duration the incident was in that state.   The Duration(inc_calendar_duration) field is the duration of the entire incident from open to resolution.
• When looking at the state, make sure you're looking at the Value field, which is the incident state of the metric.   The State field is the current "live" state of the incident, not the state that was recorded by the metric.
• Feel free to add any additional filters you want, such as incidents opened after a specific date/time, or in a specific group, etc.

Hope this helps,

--Dennis R

[csaravia]

Thanks Dennis

I was trying this, but I'm not sure why my value show me Assigned and not only state