Indicator 'Time by state' for demand

[Leonel Sandroni]

I want to build an indicator that shows the average time (days or hours) that demands are in each state. The purpose is to identify bottlenecks in the demand's flow. Performance Analytics only have indicators with the entire time (from start to end) but it doesn't show by state.

[Dan_Kane · Accepted solution]

Hi Leonel,

While process optimization is the more sophisticated tool, you could also create a metric defintion that tracks how much time the demand record is in each state. It would be identical to the OOTB Incident State metric definition, just changing the table and the field values

Note that metrics are only captured after the metric definition is defined and activated, so it would not get data from demands created before the metric was activated.

[Leonel Sandroni]

Ok, That's very helpful! Do you know how to make a report or PA based on this metrics?

[jeffrubinoff]

A bit old and the UI has changed but take a look at https://www.servicenow.com/community/platform-analytics-forum/creating-a-report-using-metrics-table/...
Essentially you create a database view of the Metrics Instance table and the table that contains the demands. Then you create reports on the database view as normal.

[Dan_Kane]

Leonel,

Actually, we just held an Analytics Academy session on this last week. You can watch the video replay here.

[jeffrubinoff]

To see how long different records remain in different states and to see their routes between states, you might want to look into Process Optimization.