Formula Indicator- average time to resolve ticket

[Joyce W]

I just got started with PA. I want to create a simple formula indicator that displays time taken to resolve Incident tickets broken down by Assignment Group.

[Adam Stout]

Did you look at the available Content Packs for incident?  I beleive this is already done for you.  Can you taken the Performance Analytics Essentials training?

[Joyce W]

I have content packs and have done the training.

[Thomas_Davis]

Hello Joyce,

Welcome to the world of Performance Analytics.  Here are a couple of links that will help walk you through the process of setting up a Formula Indicator.

Create a Formula Indicator: https://docs.servicenow.com/bundle/madrid-performance-analytics-and-reporting/page/use/performance-a...

Create a Simple Breakdown: https://docs.servicenow.com/bundle/madrid-performance-analytics-and-reporting/page/use/performance-a...

Create an Automated Breakdown: https://docs.servicenow.com/bundle/madrid-performance-analytics-and-reporting/page/use/performance-a...

I would also suggest with you being new to Performance Analytics, that you look at some of the Training that we have for it: https://community.servicenow.com/community?id=community_article&sys_id=44c3a3ecdbf43f84d82ffb2439961...

Performance Analytics Training: https://community.servicenow.com/community?id=community_article&sys_id=8cf4da56db0044d4414eeeb5ca961...

Performance Analytics (PA) Essentials: https://nowlearning.service-now.com/lxp?id=overview&sys_id=b7c222e8db1a7300760a710439961926&type=cou...

Also, Adam is correct, it may already be there for you. 

Hope this helps,

Thomas

[Joyce W]

The OOB indicator (Average resolution time of resolved incidents) is not meeting my needs