How can we calculate response/resolution time of incidents?

[Mayur16]

Hi All,

we need something (Except metrics definition) which can calculate incident response time and resolution time, assigned to my group.

Response time should be calculated, since the incident is assigned to my group till someone responds to it.

Resolution time should be calculated, since the incident is assigned/owned by someone till it is resolved.

we can exclude conditions like reassigned incidents and all.

I researched and found it can be achieved by metric definition but in our organisation, only developer have access to create it and they denied to create any such metric for us. so I am looking for something alternative which can provide me same results. The output should be something like this-

Incident number            start time                   resolved                    time taken

xyz                                  8:00                          9:00                            1hr

[Alikutty A]

Hello,

Have you checked out the SLA definitions module in Service Now. This does exactly the same thing you are requesting and is the OOB way to do it.

Please refer this link for more details to setup an SLA

Thanks!

[Mayur16]

I just checked it and it says-

1. Navigate to Service Level Management > SLA > SLA Definitions.
2. Click New.
   The SLA Definition form is displayed.

But I am unable to find service level management option in the panel. could you help me locate that?

[Alikutty A]

You will need to have sla_admin or sla_manager roles to access this module. Please discuss with your system administrator for access.