Is there somewhere you have already saved the time values?

[Arthur Sanchez]

I have to somehow get the data on the time the ticket spent in each queue to then calculate how much time this ticket spent per queue. Is there a place in ServiceNow that already stores these values ​​in the table, or if not, does anyone have any idea how to get the data and set up a rule to calculate the time interval?

[Kieran Anson]

If you're not already storing it as a metric instance, you can try to retrieve this information for sys_audit. ServiceNow provides History Walker which allows you to walk backwards on record history. You'd have to do this on a per-record basis, and be mindful of the resources this'll consume on the instance, and the number of database calls its doing