Report on incident Average response and resolution time

Waseem2
Tera Contributor

‎10-05-2020 11:28 AM

I have a requirement to generate a report on the incident table that displays the Average response and resolution time. I am not able to figure out where to start. Like which table should I report on incident or task_sla and what variable to use resolve time, duration or the business-related ones. 

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sachin_namjoshi
Kilo Patron
Kilo Patron

‎10-05-2020 11:49 AM

You will need to create a report on the table "task_sla"

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You can build on the field "Actual elapsed time"

Or by the field "Business elapsed time"

 

You can do same for response times as well based on SLA definition name in task_sla table.

 

Regards,

Sachin

 

 

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Thomas_Davis
Administrator
Administrator

‎10-05-2020 12:41 PM

Take a look at what comes OOTB in Performance Analytics for Incident.

https://docs.servicenow.com/bundle/newyork-it-service-management/page/use/dashboards/application-content-packs/incident-content-pack.html

If you have Performance Analytics, you may find an even better solution on the Incident Management Dashboard.

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