Create Report on Incident time spent in each group

[krishnaram]

Hi team,

I need to create a custom report on Incident table. The criteria is: I want the time spent of incident in each group.

i.e. If a incident is first assigned to service Desk Team and then to Database Team and then to Hardware Team.

I need to create a report on group basis as how much time it spent in each group.

Thanks in Advance.

Regards,

Vamsi Krishna

[Omkar Mone]

Hi 

Please go through the below link - 

https://community.servicenow.com/community?id=community_question&sys_id=1399cba5db5cdbc01dcaf3231f96...

Regards,

Omkar Mone

[Adam Stout]

Take a look at SLA Breakdowns:  https://docs.servicenow.com/bundle/newyork-it-service-management/page/product/service-level-manageme...

These were added in London (I believe) and will give some amazing insight to where time (wall clock and business hours) are spent.  This will allow for handling complex SLA logic (like resets and pauses) that are nearly impossible to handle after the fact.

[Eeson]

Hey,

Interesting topic this one...

Use OOB metrics (incident_metric) to get the simple start & stop time to an assignment group or even individual assignee.

This will not take into account any pending time configured from SLA definitions.

To see the SLA time spent by each assignment group use the SLA Breakdowns as Adam suggests.

Iain