How to query/report on incidents that are open for over 1 day ? Is there a way to query this report for both resolved, and active incidents? Thanks

[gahmed]

Hi,

Trying to figure out query to show tickets that were open for 8 hours or more without any follow-ups for a specific assignment group ? So for instance, after a ticket is assigned to a specific team/assignment group, I would like to query slips that are open for over 24 hours without a follow-up, where incident state is anything BUT "waiting on customer/vendor".

Thanks

[gyedwab]

Hey Gufran,

The out of the box reporting doesn't really allow you to report on Incident ages. Using Explore Analytics you can get the report you want. Here's a video that documents how:

Creating Incident Aging Reports for ServiceNow - YouTube

[bammar]

Query Incident state = Active or New , and assignment group = assignment group you are talking about,   and updated is relative to last 8 hours ( updated is more than 8 hours from the current time) , this would give you open incidents for the assignment group that were not updated for 8 hours but it wouldnt be quite conclusive unless there was another variable that ensures the last update was not a follow up with the vendor

[gahmed]

I will try this out today and see how close it gets. Thanks

[americamo]

Helpful blog post . Incidentally , if people has been needing to merge two PDF files , my colleague used a tool here http://www.altomerge.com/