Creating Average Response/Resolution Times in ServiceNow

[John Knopick]

Hey Everyone!

So my company just implemented the SLA's/OLA's into our Production Environment, and previously the way I was generating the Average Response/Resolution times for our Monthly/Quarterly reports, was to pull the data from ServiceNow in Excel form, toss it into PowerBI and use the manually created formula to generate the Average Response/Resolution Time, in addition to how many tickets breached SLA's for that particular month/quarter.

Now that we've got the SLA's functional and operating directly in ServiceNow, I'm trying to find the best way to generate those reports without having to use PowerBI anymore.  Please let me know if any of you have experience in this, and can guide me on the steps to get these reports generated.

Thanks in Advance!

John

[Yousaf]

Hi John,

Here are few solutions you can try

Report on Average Response time and Resolution time

Report on incident Average response and resolution time

Mark Correct or Helpful if it helps.

[John Knopick]

Hi Yousef,

I did read those articles previously.  What I'm trying to find is a way to set this up as a graph, and not just a score.  Something with a baseline, and preferably a line graph to detect trends.

Let me know if you might have any other advice/information that could help.

Thanks!

John Knopick

[Yousaf]

Please check if these can help

Trending - Incident Resolution Time over a month

Report Structures