Help needed with reporting

[Snehal13]

I want to build a report to count the total number of incidents that have been on hold at some point of time from the journey of New state to Resolved state for a given time period of say 6 months.

How to do this reporting ? What fields to look upon 

I do not have Performance Analytics and need to do this using Reporting capabilities provided in OOB ServiceNow

[AshishKM]

Hi @Snehal13 , 

The state change is recorded in audit logs but it is not recommended to query on audit log tables.

You need to configure the Metric [metric_definition] on incident table for  desire state change.

Check there are few OOTB configuration already exist.

-Thanks,
AshishKM

[Snehal13]

What will be part of metric definition ? I want to build a report to count the total number of incidents that have been on hold at some point of time from the journey of New state to Resolved state for a given time period of say 6 months.

[AshishKM · Accepted solution]

Please check there is OOTB metric definition which is creating a metric record in metric_instance table.

Table : metric_definition

Metric Instance Record in List View 

You can add more filter condition for duration ( like created on last 3 month / 6 month etc.)

[AndersBGS]

Hi @Snehal13 , 

not possible historical unless you have a metric definition for incident - state field. If you do not currently have it, you can build to support you reporting capabilities going forward.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders