Create a Report for Catalog Task - Average time from Ticket Created to Ticket Closed

[ellencarpen]

I want to create a report that give me the average time for Catalog Task tickets (with Short Description contains Deployment) from Created to Closed. (I am not a developer and cannot script, so I am limited to the condition filter options.)

[Sarthak Kashyap]

Hi @ellencarpen ,

Please check steps below 

• Go to Reports → View / Run → Create a Report

• Select the table as Catalog Task (sc_task).

Add filters like:

Short Description contains Deployment and State is Closed

• To calculate the time from Created to Closed, you’ll need a duration field.

  • If your instance already tracks that, you can use it directly.

  • If not, you can create a new calculated field using the difference between Closed At and Created On.

  Example formula (in hours):

  Create a calculated field in the report:

  • Go to “Configure → Field”

  • Create a new field with formula:

  javascript: (current.closed_at.getGlideDateTime().getNumericValue() - current.sys_created_on.getGlideDateTime().getNumericValue()) / (1000*60*60)

• In the report settings, select Average as the calculation type and choose your duration field.

• Use a Single Score or Time Series report to display the average duration.

• You can also group the data by Assignment Group or Created by if needed.

Please mark my answer correct and helpful if this works for you

Thanks and Regards 

Sarthak

[kaushal_snow]

@ellencarpen ,

You can absolutely build a report on the Catalog Task table (for example with Short Description contains Deployment) and then use the standard Average aggregation under the Configure tab so that the report calculates the average time between the Created and Closed fields, since the documentation confirms that you can choose Average when defining aggregation.....

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