Performance analytics report to calculate duration between to fields

robertmueller · ‎03-01-2021

Hi,

Can someone advise the script needed in Performance Analytics to calculate the duration between two fields. For example I would like to calculate the duration between when the incident was opened and when it was assigned to someone.

Thank you in advance.

Adam Stout · ‎03-02-2021

For time to assignment metrics, I prefer leveraging an SLA since this will allow me to easily calculate business time in addition to absolute time. Reporting on SLAs is then pretty straight-forward.

If you don't go down this path, you need a Performance Analytics script to perform this calculation per row. This cannot be done in a Formula since they operate on aggregates.

There should be examples available OOTB based on resolved time. Just be sure to handle unassigned tasks as well (with score_start) or exclude them from your indicator. This is the primary use case for Performance Analytics scripts and can also be found in the docs: https://docs.servicenow.com/csh?version=latest&topicname=pa-scripts

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Kumar116 · ‎03-02-2021

its already available OOB in Metric table. you can create your report using this

robertmueller · ‎03-02-2021

Hi,

I am aware that both the fields and their time stamps are on the metric table but how do you calculate the difference in a report.

Kumar116 · ‎03-02-2021

Difference reflects in field named as Duration. for creating report from this, database view needs to be created from Incident, metric instance & definition. Report can be created then by using duration field.

you can look for OOB db view for this.

robertmueller · ‎03-02-2021

I am in reporting not application support so can not create new fields in the system, hence the question of how to calculate the difference within performance analytic reports.