How to get the time per queue?

[Arthur Sanchez]

I have to somehow get the data on the time the ticket spent in each queue to then calculate how much time this ticket spent per queue. Is there a place in ServiceNow that already stores these values ​​in the table, or if not, does anyone have any idea how to get the data and set up a rule to calculate the time interval?

[Anurag Tripathi]

Hi,

For incidents These things are tracked via metrics.  You may have to create a metric definition for your use case

This should possibly work for you

See more here: Metrics and metric definitions (servicenow.com)

[Arthur Sanchez]

I managed to show the time difference with metrics, the problem now is, I don't understand how to configure the metric so that it takes the last update date when the ticket is closed to calculate the time.