How to find total time any tickets were on hold and those tickets were resolved later ?

[Snehal13]

How to find total time any tickets were on hold and those tickets were resolved later ?

Ex- If I resolved 100 tickets in 100 hours, but few tickets were on hold for some hours, so need to find the time of how much was the on hold time for all such resolved tickets.

[AndersBGS]

Hi @Snehal13 ,

I think the best solution is to create a metric definition for state if state is on hold. Please note, that an entry will be created every time a ticket goes into a on hold state, hence you need to do some calculation afterwards e.g. in performance analytics, to club the different on hold times for the same incident.

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

Best regards

Anders

[SN_Learn]

Hi @Snehal13 ,

You can utilize Metrics here. Navigate to Metrics > Definitions.

https://<yourInstance>.service-now.com/metric_definition_list.do?sysparm_query=name%3DIncident%20State%20Duration&sysparm_first_row=1&sysparm_view=

For Reporting purpose, you can create report on [metric_instance] table.