Duration of state changes in resolved tickets

[Codi]

Hi Guys I need some help regarding for the report creation. The requirements of the report is how long the Resolved tickets stays in  Awaiting caller or Awaiting vendor. Is it possible to create this kind of report?

Regards

[Codi]

Hi @AndersBGS  do I need to put some script for this because when I try to create a new metric and used it to the report no records show on my report

[Shruti]

Hi @Codi ,

Open the metric definition that you created and check the metric instances in the related list below "Metrics". If count>0 then it should reflect in your report as well. Also, try to create new records and check. It will not work for existing records.

[AndersBGS · Accepted solution]

Hi @Codi ,

No script is needed. If you just create the metric instance in https://dev157880.service-now.com/now/nav/ui/classic/params/target/metric_definition_list.do%3Fsyspa... (change dev157880 to your preferred instance) according to my previous response, then it should work. for every on hold reason. 

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 @Codi 

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

Best regards

Anders