Report for how long changes take to close

[Nai Saetern]

Hello,

I'm trying to set up a report that shows how long the changes took to close that ignore new to authorize state.  I want the report to start on scheduled to closed state.  I have one setup for 90 days and annually.  However, we found that changes were taking a long time to close because they were being created but taking weeks go move forward.  So that report shows our changes taking a lot longer to close then the actual work.  I tried searching through the forums but couldn't find what i needed.

Thank you!

[Mihir Mohanta]

Hi Nai,

Metric functionality is used to track these type of durations.

Here is the ServiceNow documentations on how to configure matrics.

https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/use/reporting/task/create...

Basically you need to create a metric for "change_request" table with "state" field. Then you need to pull report in the metric instance table for the metric created earlier and by adding additional filters there if required.

[Nai Saetern]

Thank you!  Unfortunately, I do not have the rights to test this yet.  I am going to request it and test.  

[Mihir Mohanta]

Sure Nai. Please let me know in case any questions and mark the answer as helpful / correct based on its impact.