How to Create a Report/Widget Showing Average Ticket Duration in Each State/Substate by User?

will_aponte — Thu, 20 Feb 2025 14:22:43 GMT

Hi everyone,

I'm looking to create a report or dashboard widget in ServiceNow that displays the average length of time a ticket remains in each state and substate (Open, New, In Progress, Completed, Reopen), broken down by user. Could someone help me through the steps to get this done?

I want to monitor how long each ticket remains in every state and substate for my employees to track their average production time.

#ServiceManagement #SNOW

Any detailed instructions or tips would be greatly appreciated!

Thanks in advance!

Re: How to Create a Report/Widget Showing Average Ticket Duration in Each State/Substate by User?

J Siva — Thu, 20 Feb 2025 14:41:49 GMT

Hi @will_aponte ,

Please create a custom metrics to meet your requirement.

You can refer the OOB metrics "Assigned to duration" and "Incident state duration" metrics.

Link: https://<instance-id>.service-now.com/now/nav/ui/classic/params/target/metric_definition_list.do%3Fsysparm_userpref_module%3D34d59794c0a808ae00b07de5452df889%26sysparm_clear_stack%3Dtrue

Regards,

Siva

question How to Create a Report/Widget Showing Average Ticket Duration in Each State/Substate by User? in Community Central forum

How to Create a Report/Widget Showing Average Ticket Duration in Each State/Substate by User?

Re: How to Create a Report/Widget Showing Average Ticket Duration in Each State/Substate by User?