Configure resolved incident Benchmarks KPIs

task australia Updated Sep 10, 2026 1 min read t_ConfigResIncBenchKPIs-cf.md

The source for the KPIs containing resolved incident data is the resolved_at field in the Incident [incident] table, which may not exist in some environments. In this case, additional configuration is required to use these KPIs.

Before you begin

Note: If you have never tracked resolved incidents in your environment before, install the Incident Resolution Fields (com.snc.incident_resolution_fields) plugin, which automatically adds the resolved_at field to the Incident table. No further steps are required.

Role required: sn_bm_client.benchmark_admin

About this task

If you are receiving errors in the Benchmarks Data Collection job log for resolved incident KPIs because you are using a custom (user-created) field to track resolved incidents, the following procedure is required for successful data retrieval using these Benchmarks KPIs.

% of high priority incidents resolved
% of incidents resolved on first assignment
% of incidents resolved within SLA
% of reopened incidents
Average time to resolve a high priority incident
Average time to resolve an incident
Number of incidents created per user

Configure the KPI conditions and script to use your custom field (instead of the default resolved_at field) for resolved incident Benchmarks KPIs.

Procedure

Configure the Benchmark.Incidents.Resolved indicator source condition with your custom field.
1. Navigate to Performance Analytics > Sources > Indicator Sources.
2. Select the Benchmark.Incidents.Resolved indicator source and enter edit mode.
3. In the Conditions section, select your custom field from the list (custom field names are typically preceded by u_).
4. Click Update.
Configure the Benchmark.Incident.ResolvedTime.Hours script with your custom field name.
1. Navigate to Performance Analytics > Automation > Scripts.
2. Select the Benchmark.Incident.ResolveTime.Hours script and enter edit mode.
3. Replace the resolved_at field name occurrence within the script with the name of your custom field (custom field names are typically preceded by u_).
4. Click Update.
Verify that you are no longer receiving errors in the Benchmarks Data Collection job log.

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---
title: Configure resolved incident Benchmarks KPIs
description: The source for the KPIs containing resolved incident data is the resolved\_at field in the Incident \[incident\] table, which may not exist in some environments. In this case, additional configuration is required to use these KPIs.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/benchmarks/t\_ConfigResIncBenchKPIs-cf.html
release: australia
product: Benchmarks
classification: benchmarks
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure, Benchmarks, IT Service Management]
---

# Configure resolved incident Benchmarks KPIs

The source for the KPIs containing resolved incident data is the **resolved\_at** field in the Incident \[incident\] table, which may not exist in some environments. In this case, additional configuration is required to use these KPIs.

## Before you begin

**Note:** If you have never tracked resolved incidents in your environment before, install the [Incident Resolution Fields](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/list-of-plugins.md) \(com.snc.incident\_resolution\_fields\) plugin, which automatically adds the **resolved\_at** field to the Incident table. No further steps are required.

Role required: sn\_bm\_client.benchmark\_admin

## About this task

If you are receiving errors in the Benchmarks Data Collection job log for resolved incident KPIs because you are using a custom \(user-created\) field to track resolved incidents, the following procedure is required for successful data retrieval using these Benchmarks KPIs.

- % of high priority incidents resolved
- % of incidents resolved on first assignment
- % of incidents resolved within SLA
- % of reopened incidents
- Average time to resolve a high priority incident
- Average time to resolve an incident
- Number of incidents created per user

Configure the KPI conditions and script to use your custom field \(instead of the default **resolved\_at** field\) for resolved incident Benchmarks KPIs.

## Procedure

1. Configure the Benchmark.Incidents.Resolved [indicator source](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/now-intelligence/c_IndicatorSources.md) condition with your custom field.

1. Navigate to **Performance Analytics** &gt; **Sources** &gt; **Indicator Sources**.

2. Select the **Benchmark.Incidents.Resolved** indicator source and enter edit mode.

3. In the Conditions section, select your custom field from the list \(custom field names are typically preceded by `u_`\).

4. Click **Update**.

2. Configure the Benchmark.Incident.ResolvedTime.Hours script with your custom field name.

1. Navigate to **Performance Analytics** &gt; **Automation** &gt; **Scripts**.

2. Select the **Benchmark.Incident.ResolveTime.Hours** script and enter edit mode.

3. Replace the `resolved_at` field name occurrence within the script with the name of your custom field \(custom field names are typically preceded by `u_`\).

4. Click **Update**.

3. Verify that you are no longer receiving errors in the Benchmarks Data Collection job log.