Generate report on incidents resolved within 10 mins & show percentage compare to tota records

[NPrathi]

Spoiler

HI I have this scenario , i need to generate a report on incident table

Percentage of incidents that were resolved within 10 mins vs total incidents in a month

Also i need a report that show incidents resolved within 10 mins in a month, I managed doing it by using resolve time in the column type report ,

however not able to find the percentage of resolved records within 10mn Versus total incidents created in amonth? can you give suggestions of how to generate it thanks

[Dr Atul G- LNG]

Hi @NPrathi 

You need to use Performance Analytics, where you can build the indicator. In the indicator, you can create the formula for this calculation. First, draft the formula in a notepad, and once it looks correct, you can put it into ServiceNow.

[Ankur Bawiskar]

@NPrathi 

you can use performance analytics for this.

There are lot of OOTBs Formula indicators which you can refer and create yours and then display on PA dashboard.

See this is for "% of incidents resolved on same day opened", use this and update the logic for 10mins

The above Formula Indicator uses indicator "Number of incidents resolved on the same day opened"

So you will have to create your Automated Indicator which has Indicator Source attached to it

Something like this and you can use "Resolve time" OOTB field which holds Seconds it took for INC to resolve comparing Created and Resolved Date/time

Create an automated indicator 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@NPrathi 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[NPrathi]

Hi Ankur
thanks for the reply, seems likei am not able to use this solution.
Breakdowns require Month or Yea & these need Performance Analytics Premium plugin

thank you and correct me if i am wrong