Creating a Report for response duration within Hours of Operation

[anyl]

Hello, Hopefully this is the right forum for this, if not please point me in the right direction to repost this elsewhere. I need some guidance on how to make a report for our response duration but within our hours of operation.

For example, I want to know how long it takes our agents to pick up a case, but want that "timer" to pause when the day is over. So if we are open from 7AM until 6PM Pacific time, and a case is created by a customer at 5:59PM and an agent that it was routed to does not accept the case before they leave for the day, it should be there waiting to be accepted by the time they come in the next morning. If the agent starts at 9AM and picks it up, then it should have a response duration of 2 hours and 1 minute since it should have been counting since we were open. I have already created the response duration portion, it is just getting the hours that we are open incorporated into the report that I need assistance with. The reporting is taking into account those late night hours when no one would be online or in the office.

Thanks for any help!

[James Chun · Accepted solution]

Hi @anyl,

This sounds like a job for SLA.

You can create a new SLA Definition on the case table with the start, pause, and stop conditions - https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-man...

I am guessing the start condition will be something like when a new case is created and the stop condition will be when a case is assigned to an agent.

Within the SLA definition, use a Schedule record where you can define the operating hours, 7 am - 6 pm in your example. This will make the SLA pause outside of operating hours.

Once that's all done and SLA Tasks are generated, you can create a report against the SLA Taks [task_sla] table.

Set the filter to something like SLA Definition = your SLA definition created above.

Note that this will only take account of new cases.

Cheers