GlideAggregate - Incident resolution percentile

Core ServiceNow APIs/GlideAggregate/Incident resolution percentile by assignment group/PercentileMetrics.js

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+// Script Include: PercentileMetrics
+// Purpose: Compute percentile resolution times by group using nearest-rank selection.
+// Scope: global or scoped. Client callable false.
+
+var PercentileMetrics = Class.create();
+PercentileMetrics.prototype = {
+  initialize: function() {},
+
+  /**
+   * Compute percentiles for incident resolution times by group.
+   * @param {Object} options
+   *   - windowDays {Number} lookback window (default 30)
+   *   - groupField {String} field to group by (default 'assignment_group')
+   *   - percentiles {Array<Number>} e.g. [0.5, 0.9]
+   *   - table {String} table name (default 'incident')
+   * @returns {Array<Object>} [{ group: <sys_id>, count: N, avgMins: X, p: { '0.5': v, '0.9': v } }]
+   */
+  resolutionPercentiles: function(options) {
+    var opts = options || {};
+    var table = opts.table || 'incident';
+    var groupField = opts.groupField || 'assignment_group';
+    var windowDays = Number(opts.windowDays || 30);
+    var pct = Array.isArray(opts.percentiles) && opts.percentiles.length ? opts.percentiles : [0.5, 0.9];
+
+    // Build date cutoff for resolved incidents
+    var cutoff = new GlideDateTime();
+    cutoff.addDaysUTC(-windowDays);
+
+    // First pass: find candidate groups with counts and avg
+    var ga = new GlideAggregate(table);
+    ga.addQuery('resolved_at', '>=', cutoff);
+    ga.addQuery('state', '>=', 6); // resolved/closed states
+    ga.addAggregate('COUNT');
+    ga.addAggregate('AVG', 'calendar_duration'); // average of resolution duration
+    ga.groupBy(groupField);
+    ga.query();
+
+    var results = [];
+    while (ga.next()) {
+      var groupId = ga.getValue(groupField);
+      var count = parseInt(ga.getAggregate('COUNT'), 10) || 0;
+      if (!groupId || count === 0) continue;
+
+      // Second pass: ordered sample to pick percentile ranks
+      var ordered = new GlideRecord(table);
+      ordered.addQuery('resolved_at', '>=', cutoff);
+      ordered.addQuery('state', '>=', '6');
+      ordered.addQuery(groupField, groupId);
+      ordered.addNotNullQuery('closed_at');
+      // Approx resolution minutes using dateDiff: closed_at - opened_at in minutes
+      ordered.addQuery('opened_at', 'ISNOTEMPTY');
+      ordered.addQuery('closed_at', 'ISNOTEMPTY');
+      ordered.orderBy('closed_at'); // for stability
+      ordered.query();
+
+      var durations = [];
+      while (ordered.next()) {
+        var opened = String(ordered.getValue('opened_at'));
+        var closed = String(ordered.getValue('closed_at'));
+        var mins = gs.dateDiff(opened, closed, true) / 60; // seconds -> minutes
+        durations.push(mins);
+      }
+      durations.sort(function(a, b) { return a - b; });
+
+      var pvals = {};
+      pct.forEach(function(p) {
+        var rank = Math.max(1, Math.ceil(p * durations.length)); // nearest-rank
+        pvals[String(p)] = durations.length ? Math.round(durations[rank - 1]) : 0;
+      });
+
+      results.push({
+        group: groupId,
+        count: count,
+        avgMins: Math.round(parseFloat(ga.getAggregate('AVG', 'calendar_duration')) / 60),
+        p: pvals
+      });
+    }
+    return results;
+  },
+
+  type: 'PercentileMetrics'
+};

Core ServiceNow APIs/GlideAggregate/Incident resolution percentile by assignment group/README.md

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+# Incident resolution percentile by assignment group
+
+## What this solves
+Leaders often ask for P50 or P90 of incident resolution time by assignment group. Out-of-box reports provide averages, but percentiles are more meaningful for skewed distributions. This utility computes configurable percentiles from incident resolution durations.
+
+## Where to use
+- Script Include callable from Background Scripts, Scheduled Jobs, or Flow Actions
+- Example Background Script is included
+
+## How it works
+- Uses `GlideAggregate` to get candidate groups with resolved incidents in a time window
+- For each group, queries resolved incidents ordered by resolution duration (ascending)
+- Picks percentile ranks (for example 0.5, 0.9) using nearest-rank method
+- Returns a simple object per group with count, average minutes, and requested percentiles
+
+## Configure
+- `WINDOW_DAYS`: number of days to look back (default 30)
+- `GROUP_FIELD`: field to group by (default `assignment_group`)
+- Percentiles array (for example `[0.5, 0.9]`)
+
+## References
+- GlideAggregate API  
+  https://www.servicenow.com/docs/bundle/zurich-api-reference/page/app-store/dev_portal/API_reference/GlideAggregate/concept/c_GlideAggregateAPI.html
+- GlideRecord API  
+  https://www.servicenow.com/docs/bundle/zurich-api-reference/page/app-store/dev_portal/API_reference/GlideRecord/concept/c_GlideRecordAPI.html
+- GlideDateTime API  
+  https://www.servicenow.com/docs/bundle/zurich-api-reference/page/app-store/dev_portal/API_reference/GlideDateTime/concept/c_GlideDateTimeAPI.html

Core ServiceNow APIs/GlideAggregate/Incident resolution percentile by assignment group/example_background_usage.js

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+// Background Script: example usage for PercentileMetrics
+(function() {
+  var util = new PercentileMetrics();
+  var out = util.resolutionPercentiles({
+    windowDays: 30,
+    groupField: 'assignment_group',
+    percentiles: [0.5, 0.9, 0.95]
+  });
+
+  out.forEach(function(r) {
+    gs.info('Group=' + r.group + ' count=' + r.count + ' avg=' + r.avgMins + 'm P50=' + r.p['0.5'] + 'm P90=' + r.p['0.9'] + 'm P95=' + r.p['0.95'] + 'm');
+  });
+})();