dashboard and reports

[shatakshi10]

I want a dashboard on snow that shows response time of our agents when a ticket is assigned to a specific assignment group. I would need how fast each group member reacts on each incidents, like ticket created 1am, group member adds comment at 2am, his response time is 60 minutes, this time needs to be shown on report.

[Mark Manders]

Not sure what you are doing on the ServiceNow community if you want a report on Snow, which is a completely different software platform.

But assuming you mean ServiceNow: utilize the metric functionality for this. You will need to use a scripted one, because comments are stored in the sys_journal_field table.

What is the reason for wanting to have this report? As long as the SLA isn't breached, what does it matter when the first comment is made? 

[shatakshi10]

Yes need to show as report so that I can easily pull their monthly average on how they perform,. 

[Mark Manders]

Then create your metric definition and create a report on the metric instances created from that.

[Prasanna_Patil]

Hi @shatakshi10 I think this can be achieved by creating metric definition