Avg time taken from when RITM was opened--RITM was moved to Approved stage

[suraksham]

Hi,
I need to create a report on avg time taken (in days)for a request from when it was opened and when it has been moved to approved stage. 
Could anyone help me on this

[atlawson]

Good morning,

My view on this is that you need one of the following:

1. A Service Level that is defined with your start / end conditions.  You can then report on the task_sla record.  This wouldn't give you any historical data, only what is captured once SLA is configured.
2. Configure a metric linked to the stage of the request.  This is similar to SLA but lacking ability to apply a schedule.  This would also not allow you report historical data - only what is captured once metric is in place.
3. You could utilise Process Mining.  This isn't technically a report, but would provide you the insights you are looking for.

Beyond this, you are looking at a script / custom field that captures this time when the RITM is approved, which I wouldn't recommend.

Thanks

[AndersBGS]

Hi  ,

Your question is not clear as you both talk about "avg" which by definition is a sum of records where you find the average, but you also mentioned "time taken for a request"... So what is it? Is it a single request or multiple where you need to find the average?

[suraksham]

hello @AndersBGS ,
Thank you for your time and here is what i am looking for 
eg- if the RITM was created on 2026-03-11 at 20:00 and it was moved to stage-approved-backlog on 2026-03-11 at 20:30 and the time difference is 30min.
I need the avg of the time difference of all the requests that is assigned to my team in a report

[AndersBGS]

Hi @suraksham ,

Thank you for the explanation. Based on this, do you have performance analytics available in your instance?