---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure resolved incident Benchmarks KPIs

# Configure resolved incident Benchmarks KPIs {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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://www.servicenow.com/docs/access?context=list-of-plugins&version=australia&pubname=australia-platform-administration&ft:locale=en-US) (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
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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://www.servicenow.com/docs/access?context=c_IndicatorSources&version=australia&pubname=australia-now-intelligence&ft:locale=en-US) condition with your custom field.
   1. Navigate to Performance AnalyticsSourcesIndicator 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 <kbd class="ph userinput">u_</kbd>).
   4. Click Update.
   {#t_ConfigResIncBenchKPIs-cf__substeps_jzh_vn4_zz}
2. Configure the Benchmark.Incident.ResolvedTime.Hours script with your custom field name.
   1. Navigate to Performance AnalyticsAutomationScripts.
   2. Select the Benchmark.Incident.ResolveTime.Hours script and enter edit mode.
   3. Replace the <kbd class="ph userinput">resolved_at</kbd> field name occurrence within the script with the name of your custom field (custom field names are typically preceded by <kbd class="ph userinput">u_</kbd>).
   4. Click Update.
   {#t_ConfigResIncBenchKPIs-cf__substeps_jfz_s44_zz}
3. Verify that you are no longer receiving errors in the Benchmarks Data Collection job log.
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