How to pull the time (duration) for "on hold reason" for incidents for incident analysis

[Dhane_S]

At different stages of an incident, the ticket is placed on hold , reason being awaiting caller, awaiting change, awaiting vendor etc. How can I extract the duration of these "on hold reason" for my tickets analysis. 

[Danish Bhairag2]

Hi @Dhane_S ,

You can create a metric definition in order to calculate the duration.Sharing a YouTube link on how to create one.

https://youtu.be/dSirIkg4H4I?si=KK4iynvl7Hd4EUXn

Thanks,

Danish

[AndersBGS]

Hi @Dhane_S ,

You need to create a metric definition for the state on the specified table: 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AndersBGS]

Hi @Dhane_S 

If my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders