I want to create a report : Report Name: Average resolution time of resolved cases for team. Type: Pivot or Graph. Details: Average of how long cases took to be closed over the selected time period for the team (use resolved date not closed date).

[Deepanshi Sood]

Hi ,

I have a requirement as follows :

I want to create a report :

Report Name: Average resolution time of resolved cases for team. 

Type: Pivot or Graph.

Details: Average of how long cases took to be closed over the selected time period for the team (use resolved date not closed date).

Can someone tell how to achieve this?
Thanks in advance

[Onkar Pandav]

Hi,

Try creating report on OOB table called "incident_metric".

You can aaply filter conditions as per requirement.

[Deepanshi Sood2]

I have a requirement as follows:
As an HR Executive / Accountable Executive , I should be able to see Case Resolution report
 

I know this is done when as a member of HR Leadership group i can see the following reports.

1. Report Name: Average resolution time of resolved cases for team.

Type: Pivot or Graph.

Details: Average of how long cases took to be closed over the selected time period for the team (use resolved date not closed date).

2. Report Name: Average resolution time of resolved cases for agent.

Type: Pivot or Graph. 

Details: Average of how long cases took to be closed over the selected time period for the agent (use resolved date not closed date)

[Onkar Pandav]

Oh, ok.

So, you can achieve this through Metrics. You can make definitions just like you need against various requirements and make reports against that.

Check link here.

Also check below thread that might help you.

https://community.servicenow.com/community?id=community_question&sys_id=dccdce52db819f04c310fb651f96...

[Slawek_Radziewi]

Should be easy report using resolution time from ticket. If there is no such field we need to add it to the table and calculate value for reporting.