How to create a report showing average age of open incidents for a specific assignment group?

1-team
Giga Contributor

‎10-27-2020 11:50 AM

Good Afternoon,

 

I need to create a report possibly a single score showing the average age of open incidents for s specific assignment group. I tried using "Single Score", "Average" "Duration". But the age it is showing is not correct. I would really appreciate any help on this.

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Adam Stout
ServiceNow Employee
ServiceNow Employee

‎10-30-2020 10:13 AM

A time-series report should show this as it uses report ranges by default to calculate the age.  If you are looking at these metrics, I would highly advise you to investigate Performance Analytics as this will let you see the trend of this over time.  Incident age is included in the Incident Management OOTB indicators all customers have access to.

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Tim_D
Tera Expert
In response to Adam Stout

‎09-15-2021 12:23 PM

I am using the PA widgets for this and have added a breakdown list to be able to select the interesting Assignment Group.  All good. 

However, if I select multiple groups, the report shows the overall number rather than just the sub-set of groups I select.  

Is there a way to adjust that?  

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