How do you report the duration of each demand state?
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‎08-29-2022 08:38 AM
How do you report the duration of each state of demand? Is here OOB metrics that we can leverage?
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Performance Analytics
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‎08-29-2022 08:42 AM
Hi
You will have to create metric definition and then report on that. Please read on this topic at Metrics | Servicenow Docs
There are bunch of examples OOB in your instance so please have a look at them as well.
Regards,
Muhammad
Muhammad
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‎08-29-2022 08:49 AM
Ok, and is there a difference between the data we would get from a metric v. SLA on demand state duration?
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‎08-29-2022 08:57 AM
Metrics simply records the duration. For instance duration of ticket in in progress state or resolve state etc.
SLA's are the targets that the organization is eager to meet. It has start, pause, complete, and cancel conditions.
So if your goal is to just monitor the duration of each state then metrics are the best fit over SLA's. Its all about purpose of use.
Muhammad
