Can you please show us a step by step process on how to create a report for closed Incidents on service now or in service now State Resolved -> Closure information -> First time fix How do we generate report on First time fix.
How to add Assignment group as a filter if we are looking for specific Assignment groups SLA. Also I am looking to find SLA of Incidents, can you guide me how to find that. I tried using Incdent SLA table, but for some incidents there can be more than one Task SLA, like respose, resolution , also if a priority is changed the Task SLAs also increase in number.
I’m having real difficulty creating a report to count all tickets that come into my queue. If I use incident metrics as the table I am getting duplicates and if I use incident as the table I am getting only the tickets resolved in my queue which isn’t always the case as some as re-assigned. Any help would be appreciated
Hi Kalpan! You can try the reset condition. Take a look at this video and let me know if this is what you're looking for. ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-YrVBaGWafc8.html