I am part of Service Desk Team and need to create report on my assigned tickets that were on hold

[Snehal13]

How to create report on my assigned tickets in ServiceNow that were on hold before getting resolved.  This is to justify the time required to resolve tickets from the time of creation. How to achieve this ?

[AndersBGS]

Hi @Snehal13 ,

You need to have a metric definition for the single table and for the state. Post this, you will be able to create a report based on assignment group where state has been "on hold".

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

Best regards

Anders

[Dr Atul G- LNG]

Hi @Snehal13 

It is not straight  forward, you need to create a metric first which capture states on each incident and then create DB view with Incident and Metric and then use that DB view for reports.

[Satishkumar B]

Hi @Snehal13 

• Create Metric Definition:

  • Define a metric for the single table (incident) to track the state transitions, including "On Hold".

• Configure Metric for State:

  • Ensure the metric captures time spent in each state, particularly "On Hold".

• Create Report:

  • Use the metric to create a report based on Assignment Group and filter for tickets with the state "On Hold".

• Save and Share:

  • Save the report and adjust sharing settings as needed.
    

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    Please Mark it helpful 👍and Accept Solution✔️!! If this helps you to understand. 

[TomekaJ]

This was helpful for me as well. Thank you.