Cycle time reporting on Incidents

Edward B
Kilo Contributor

‎06-13-2019 06:03 AM

Hi everyone,

I'm looking for a way to report on MTTR and Cycle Time on Incidents. Mean time to resolve seems straight forward using Average resolution time in performance analytics. However, if I want to see full cycle time, which in our world should be resolution time plus ten days, I can't get any reporting to give me accurate data. (the report shows my average close time is 3 days 8 hours 19 min).

Reporting off the incident table, single score report type(or bar graph), aggregation is Average Duration, then my filter is;

Created on Last 12 Mos

Closed on Last 12 Mos

Assignment group = X

Category = Y

Using an aggregation method of average, I can only select business duration, duration, or resolve time or business resolve time as time factors. 

Is this a situation where we need to purchase the Performance Analytics pack to be able to create a (similar to Average Resolution in PA) new widget/metric to capture Average Close time of Incidents?

Any thoughts appreciated,

Edward

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Steven Herrmann
Giga Guru

‎06-13-2019 06:05 AM

Hey there Edward,

Have you happened to have seen this community post yet?

https://community.servicenow.com/community?id=community_question&sys_id=9ff94f29db5cdbc01dcaf3231f96...

If my reply helps you at all, I’d really appreciate it if you click the Helpful button and if my reply is the answer you were looking for, it would be awesome if you could click the Accepted Solution button!

I hope this helps, have a great day!

Steve