The average time an incident is in the SAP Servicedesk queue by week

[Vani Kusumba]

Hello everyone,

I have a requirement where I need to create a report that shows the average time an incident remains in the SAP Servicedesk queue by week, with a graphical view and drill-down capability to ticket level details before the incident is resolved.

Could anyone please suggest the best approach to achieve this?

[Dr Atul G- LNG]

Hi @Vani Kusumba 

We are not starting from scratch. Create a metric or use the out-of-the-box metric on State/Assignment, which will give you all assignment groups that worked on an incident record. Then, take that metric and the incident table, create a database view, and use that database view to create the report as required. It’s easy in three steps.

https://www.servicenow.com/community/platform-analytics-forum/creating-a-report-using-metrics-table/...