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I need help setting up metrics for response times. I need a first response time and second response

BrayanG
Tera Contributor

‎08-18-2025 06:41 AM

Hello, can anybody help me with setting up metrics for a first response time and second response time?

We have an automated response, and shortly after our agents send an email on that ticket. I need to be able to track the second response time. Please help

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Dr Atul G- LNG
Tera Patron

‎08-18-2025 07:40 AM

Hi @BrayanG 

 

https://www.servicenow.com/community/platform-analytics-articles/creating-incident-first-reply-time-...

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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BrayanG
Tera Contributor
In response to Dr Atul G- LNG

‎08-19-2025 06:52 AM

Hello, thank you for sending those steps over. I've attempted to set it up twice, and I'm not getting to work correctly. Can you help me through a quick video call? I may be doing a step wrong. 

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Dr Atul G- LNG
Tera Patron
In response to BrayanG

‎08-19-2025 07:02 AM

Hi @BrayanG 

Could you please share what you have done so far? I am available on call for the next 1–2 hours.

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************
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BrayanG
Tera Contributor
In response to Dr Atul G- LNG

‎08-19-2025 07:16 AM

I've made it to step 7, but I cannot find the table under the Metric Definitions. 

Please join this meeting if you can

meet.google.com/iyq-vkip-efr
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