Enable Metrics and State Duration in Case table

[UtsavDattani]

Hi,
I want to create a metric for reporting on Case State Duration, but while defining the metric for the Customer Case and Technical Case tables, I’m unable to select the table values.

Is there a way to enable metric definition for these tables?

[Bert_c1]

For the Customer Case table, set your Application Scope to 'Customer Service', then create the metric. I don't have the Technical Case table to test, but the solution is probable the same.

[nityabans27]

Hi @UtsavDattani,

Step-by-step: Enable Metrics for CSM Case tables

1. Go to:
   System Definition → Tables

2. Open the table record:

   • sn_customerservice_case (Customer Case)

   • sn_customerservice_technical_case (Technical Case)

3. Check the field:
   Extensible or Metric tracking (depends on version — in Yokohama it’s “Metric tracking”).

4. Enable it:

   • Tick ✅ Metric tracking enabled

   • Save the record

   This flag adds the hidden metric infrastructure needed for that table.

5. Reload Metric Definition form:

   • Now when you go to Metric Definitions → New,
     you should be able to select those tables from the Table dropdown.

6. (Optional) If you still don’t see them:

   • Navigate to System Definition → Tables & Columns

   • Open the same table → Check the Extensible box as well.

   • Save and reload again.

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⚙️ How it works

ServiceNow stores metrics in the metric_instance and metric_definition tables, but it only generates those when the target table has metric tracking enabled.
Without that flag, metric definitions simply hide the table.

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🧠 Extra Tip

If you plan to track state durations, use:

• Field: state

• Type: Duration

• Calculation: Time in State

That will let you build reports like “Average time a Case stays in ‘Awaiting Customer’.”

[Bert_c1]

Hmm, there is the OOB Metric 'Case State Transition' that works without any of the above. I'm a Zurich Patch 1.  And just setting the Application Scope from "Global" to "Customer Service" allowed the creation of new metric definitions for the sn_customerservice_case table.

That metric definition can be copied and change the table to another in the same application scope.