capturing the time when incident is changed from one state to another

[Chaitanya Chowd]

Hi all,

i am writing a script which checks for Incident state. If the state is in "Awaiting user info" for more than 3 days, script(scheduled job) changes the state to "Pending".

Now, i want to capture the exact time when incident changed its state from "any other(Open, Work in progress etc..)" to "Awating user info". the script which i wrote captures "updated" field time, the "updated" field value changes whenever the incident is updated in the same state i.e "Awaiting User info".

Thanks in advance,

Chaitanya.

[bernyalvarado]

Hi Chaitanya,

You should be able to create a metric for that: Create a metric

Thanks,

Berny

[bernyalvarado]

The following should also be helpful:

Metrics

Metrics - INC/Task Status duration measurement.

Thanks,

Berny