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

[will_aponte]

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!

[Dr Atul G- LNG]

Hi @will_aponte 

If you're looking for the average per state, you need to use PA (Performance Analytics). In standard reporting, this is not possible.

https://www.servicenow.com/community/platform-analytics-forum/average-time-by-state/m-p/1221942

[Najmuddin Mohd]

Hello @will_aponte,

You need to create a metric on Incident table with State field.
So, duration of the changes on the state will be calculated.

Then you can create a report on this list.

You can check the below link:

https://www.youtube.com/watch?v=cBRmS7UxHIU

If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin.

[will_aponte]

Thanks - we already have a metric for each state. 

Do you know what report would be the easiest way to capture this type of metric?