How do I create a report for average resolve time for incidents.

[Michael Lee1]

Can someone please tell me which combination I need to create a report that shows the average resolve time for incidents?

Thanks!

[Brad Tilton]

You should be able to report on the business_duration field for incidents. I believe that will capture time to resolve in business hours.

[bardakov]

You will need to create a report on the table "task_sla"

You can build on the field "Actual elapsed time"

Or by the field "Business elapsed time"

[Alfonso5]

Hello Please can you explain how to filter also by group?

I am trying to filter by specific groups only, and it does not work. I don't know how to filter by group

in the incidents...

[JagjeetSingh]

Hi,

You already selected task type as incident in first filter.(Task > Task type is Incident)

Then to filter assignment group you can directly put filter like below. Task > Assignment group.

Mark it helpful or correct if it works for you.