How to create a Metric script to calculate State duration.

[Shadi1]

Hello All,

We started using service now a few weeks ago and I am struggling to create a report as i can't find the right information. I need to display the average time on each State for the tickets created( Incident and Requests). The State column is available but it displays only the current state of the ticket and no duration values.

I've checked this out and I think that I need to create a Metric but I don't have any clue on the script that I will have to use, If anyone here knows how to create this and can assist me, any help is welcome.

Thank you very much!

[Michael Fry1 · Accepted solution]

Out of the box there is a Metric named- Incident State Duration

You should be able to report on incident_metric table with conditions Definition - is - Incident State Duration

then group by ID so all state changes per task are grouped together.

We don't have similar metric on request table, so you'd have to create one to start capturing the data.

[revathy]

Hi Michael,

Thanks for the input. Using the above input I created a report to show how much time the incident was there in each state. 

I have one more requirement along with this, to show the sub state. i.e if state of incident is in pending, then i need to show how much time spent on "Pending vendor respone"(i.e sub state).

Is there a way to achieve this in same report using incident metric table or using new table?

Thanks,

Revathy

[Maddie Wolf]

@Michael Fry  Is there OOB metric for demand state duration?

[Michael Fry1]

Not that I've seen in San Diego