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incident resolution is the primary focus of any help desk we usually monitor resolution times using trend reports that show the average resolution time however we all know that individual incident resolution times can vary greatly from the average incident resolution hdr reports give you a more comprehensive look at incident resolution times it does this by placing incidents into different resolution buckets which gives you a better sense of how long it takes to resolve different types of incidents though my average resolution time is around 15 hours i can see that my resolution buckets range from 2 hours to 30 hours this report also shows you the number of incidents in each of these buckets this report was built using analytics plus manage engines business intelligence and analytics solution if youre a servicenow user you can download the manage engine analytics plus application from the search now store or use the link in the video description follow the onscreen instructions to e