report to show which business service has highest incident ticket duration

[karan15]

HI 

Need help in configuring report which shows business services for which incidents were raised and which of these incidents took longest to resolve 

For E.g - Business Service  = Active DIRECTORY , duration of incidents where AD was business service = 2-5 days 

              Business Service =   WEBSITE , Duration of incidents where website was business service = 5 days 

Thanks 

[Punit S]

To configure a report in ServiceNow that shows business services for which incidents were raised and which of these incidents took the longest to resolve, you can follow these steps:

Create a new report by navigating to Reports > Create New Report.
Select the table that contains your business services (e.g. cmdb_ci_service) as the source table.
Select the columns that you want to display in the report. In this case, you will want to select the Business Service column and the Duration of Incidents column.
In the Duration of Incidents column, you can use a formula to calculate the duration of each incident in days. The formula would look something like this:

javascript:gs.dateDiff(current.u_opened_at, current.u_resolved_at, 'day')

This will calculate the duration of each incident in days and display it in the report.
5. Next, you will want to group the report by Business Service so that you can see the duration of incidents for each service. To do this, go to the Grouping tab and select the Business Service column as the grouping field.

Finally, you can sort the report by the Duration of Incidents column in descending order so that the incidents with the longest duration are displayed first.
After creating the report, you can filter it to show only incidents that were raised for a particular business service. For example, to filter the report to show only incidents raised for the Active Directory service, you can add a filter condition for the Business Service column with a value of "Active Directory".

I hope this helps you to configure the report you need! Mark this correct/helpful if solves your issue.

Thanks,

Punit

[karan15]

thanks for the steps however need more info or screen shot for this step and where to write this formula ?

In the Duration of Incidents column, you can use a formula to calculate the duration of each incident in days. The formula would look something like this:

javascript:gs.dateDiff(current.u_opened_at, current.u_resolved_at, 'day')

[Punit S]

This would help you https://www.servicenow.com/community/developer-forum/how-to-use-javascript-condition-in-a-report/m-p...

Again, there are more recommended or better approaches to the result you are looking for, I would prefer to use PA (performance analytics) to have more "calculated" reports. 

Hope this helps . 

Thanks,

Punit

[karan15]

thanks , yes ,PA is quite good but i think it needs additional lisence and our company des not have it 😞 unfortunately

i now know where to put that formula however I am not able to find Duration of Incidents column in the list (please check screen shot)