Report to show the time spent in each case state.

[kalakaramad_20]

Case Management - Report to show the time spent in each case state.

Need to know on how to generate a report that shows the case and the different states it was in along with the time in each state.   the current state of the case can be any.  (active or resolved or closed)

Case might go through different incident states like assigned, pending user, pending vendor, pending change before its resolved.  It is not mandate, but the case might be in any of these state.

[Joe S1]

Hello,

There's an out of the box metric for Case State Transition, I would take a look at that, it should be what you're looking for.

https://"your_instance_name"/now/nav/ui/classic/params/target/metric_definition.do%3Fsys_id%3Da08cc9d47f5203001e37bdc8adfa9121%26sysparm_record_target%3Dmetric_definition%26sysparm_record_row%3D14%26sysparm_record_rows%3D17%26sysparm_record_list%3DORDERBYorder

[kalakaramad_20]

How can i make report from this as not every case has perfect state time record.

[Joe S1]

It's a captured metric so you run your report against the metric_instance table and in your filter set the Definition to the Case State Transition definition.

[jjong]

That works, thanks!

However, I'd need to filter the report on some fields from the Case Table (like 'Opened', 'Closed', 'Account', 'Product', 'Assignment Group', etc.) because I only need to see a sub-set of the cases and not everything that is available in the system.

How can you make the Case fields available in this report based on the 'Metric' table?