Calculate resolve time of each group and how to fetch each group name if one ticket assigned to multiple groups in reports

snow john
Tera Contributor

‎07-31-2022 12:27 AM

Hi,
 
In the Report, is there any fields to calculate the Resolve time of all Groups of Incident/Request in reports? We wanted to see all individual group resolve times in the report also with each group name.
 
Thank you in advance.
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Tom Sienkiewicz
Mega Sage

‎07-31-2022 08:36 AM

Hi, what you can report on is for example the Assignment Group metrics. The metrics collect the time of tickets spent with each Assignment Group, which I believe is what you're after.

Here's an example on how to build a simple report from Metrics:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751559

You can also set up Database Views between the metric instances and the specific task table (incident/requested item) to have access to more specific ticket fields if needed. Theres several examples of such metrics and database views OOTB as well, which you can use as starting points.

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