how to report on age of tickets and mean time to resolve tickets

[Meng Yang]

Hi all,

we are currently stuck on how to report age of tickets and mean time to resolve a ticket in Snow.

For incidents, we take opened date or scrum date as start time, and closed date as closed time.

For changes, we take scrum date as start time, and resolved date as closed time.

so 1. is there a possibility in Snow reporting to calculate the duration between two dates?

(or calculate the average time by creating a new field using this calculation like in Excel?)

2. is it possible to take field 1 if field 2 is blank for this calculation?

for example, if scrum date is blank, take opened date.

Thanks!

Meng

[Maik Skoddow]

Hi @Meng Yang 

please check the answer in the similar question: https://community.servicenow.com/community?id=community_question&sys_id=00a3a1a0db00e380feb1a851ca96...

Also report ranges could be an option for you: https://community.servicenow.com/community?id=community_blog&sys_id=b11e226ddbd0dbc01dcaf3231f961988

Maik

[Meng Yang]

Thanks Maik,

but which role can create a field on a table and create a schedule job to run the script?

Cheers,

Meng

[Maik Skoddow]

A System Administrator or a Developer with the respective rights.

[Meng Yang]

and do you have an answer for my second question? thanks!