Incident Response Time

[RobK_GC]

Have an SLA/Metrics question: 

The ServiceNow Incident table, out of the box, records the Business Duration of an Incident, making it possible to create a report showing an average using that field. (Mean Time to Resolve/MTTR) 

Does SNOW, out of the box, also calculate and store a value (days, hours, minutes, seconds) that measures the time between when an Incident was created and when the "Assigned To" field value was no longer empty. Obviously, I am referring to Response Time, and I would like to also run a report showing an average. 

If not, can anyone detail a good method to get this accomplished? 

Thanks

[AndersBGS]

Hi @RobK_GC ,

No, there is no calculation OOTB from created to assignment is not empty. To obtain this, please create a SLA definitions to capture this or you can report on the incident_metric table. please find two links below:

https://docs.servicenow.com/bundle/tokyo-platform-administration/page/use/reporting/concept/c_Metric...

https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-manag...

Personally, I would create a SLA definition.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[ersureshbe]

Hi,

You can get the details from task_sla table. But the Response and Resolution SLA should be configured based on the SLA Priority.