Report to show the time spent in each case state.

kalakaramad_20
Tera Contributor

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.

3 REPLIES 3

Joe S1
Kilo Sage

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

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

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.

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