Build a report that will bring the business duration of each state per task type

ahmedhosam · ‎03-25-2018

Hello everyone,

I have created a report that should bring the average of the business duration of each state per task type.

But the result wasn't as expected.

The only results that came back were the states of "resolve" and "closed" from the incident and "Awaiting user Info" from the problem as per the screenshot:

Please advise me if I have something wrong or missing or any alternatives that will bring the same results.

Thank you in advance and best of regards,

Adam Stout · ‎03-25-2018

It sounds like you are going to want to look at using metrics. However, metrics typically only look at calendar duration, not business duration. However, you can do this with a scripted metrics that calculate the business duration per state. The complication comes in figuring out what schedule and timezone to calculate the business duration on but as long as you can work out that logic, it is very doable.

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Deepansh Jain · ‎09-22-2020

would you be able to answer this question

https://community.servicenow.com/community?id=community_question&sys_id=92bd9c38db5b18903daa1ea66896191d