Need help creating a report for response time - entry of Assigned to

[JohnJasinski]

Help - am I missing seeing this basic reporting concept In a standard report?

How long it takes an Assignment group to assign a person to work a ticket.

A simple response metric.

Need help creating a report to measure time from entry of Assignment group to entry of Assigned To.

I don't want to enter an another SLA/OLA (will do that later) - just want a simple report focused on response durations.

For Incidents.

How fast do we get eyes on the ticket?

The OOB reports cover Resolutions, but I can't find a Respond report.  

Or am I missing it?

Does Performance Analytics cover this metric?

Do you know?

Relates to ITIL v3 - SO - 4.2.8 Metrics - Response time

Ideally, I'd like to see a screenshot of your report with the parameters.   Or your suggestion.

No text - no scripts - just share your report screenshot so I can copy the field entries.  

WE we all need this report - where is it?   And why isn't it easier to find?

You post best screenshot to solve, or link me to the existing report, and I'll mark you as answering for the points.

thanks in advance - and keep up the good work!   🙂

[Ken_Michelson]

John,

I have been implementing ITIL based solutions for companies for over 10 years, and there are at least half a dozen common ways that companies define "response". I'm not surprised there isn't an out of the box report or metric, and it is easy enough for you to create your own.

Consider the idea of "resolved on first contact". This idea is also defined differently by different companies, and ServiceNow has a sample metric that doesn't work in a lot of scenarios.

Here are some factors/questions that may lead you in the right direction.

How do you define "response"? Is it acknowledgement of receipt of assignment? Is it attempted contact to the customer? Is it actually reaching a live customer and discussing the issue with them? Is it notification to the customer?

Do you have a ITIL based service desk, a help desk, or a call center?

Are you collecting this metric only for call-in issues? If not, how would you compare this metric with Self-Service reported, walk-ins, emails, etc.? Do you need to report the metric differently by source?

Are you assigning all tickets to a group, or only tickets that need to be escalated past the Level 1 Service Desk?

Good luck, and let me know if I can help in any other way.

-Ken Michelson

[JohnJasinski]

Want to measure:

time from entry of Assignment group to entry of Assigned To.

need a screen shot for this report - Incidents

we've got all the other stuff covered - thanks. 🙂

[sarazona1]

John, have you used the Metrics module yet?   Basically it solves the solution of recording the value changes and the duration.   You can set the duration to be "Field value duration: This type of metric measures the duration of time from when the value of the specified field is set until it's changed."

Metric Definition Support - ServiceNow Wiki

Out of the box I see two definitions of note:

1. Assigned to duration

2. Assignment Group

The only way to harness the data is to create a database join: out of the box SN created a join (table) called "incident metric".

If you go to the Reports, select that table, group by Incident, filter by the two 'Defintions' of Assigned to Duration and Assignment Group and make sure to put in the 'Duration" as well as "Value" (the value the field changed to in the available columns you *should* get closer to what you need.

[Govind Kumar S1]

Hi John,

You Need to define 1 metric definition for this. where start time will be the when assignment group was assigned to Ticket and End Time will be when Assigned to is populated to work on that ticket.

Please let me know if you are still looking for some solution for this requirement.

Regards,

Govind Sharma