HI @Snehal13 ,
You can achieve it using PA plugin while making utilization of incident metric table but with normal script it is not possible.
But you can achieve it using customization.
1. create one new file on incident called "On-Hold Status" default to false.
2. Create one before business rule set it True once ticket goes in on-hold status.
3. Create report with condition that "On-Hold Status !=true". This will give you list of incident which does not went to hold.
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Runjay Patel - ServiceNow Solution Architect
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