Incident open time calculation

Madhavi2
Tera Contributor

‎04-27-2022 09:21 PM

Hello,

We need to create a report on incident table, it should calculate from the incident created to state changed to pending. For ex if incident created on 1st and state changed to pending on 10th. On 10 th state is updated to WIP and on 12 th state got updated to pending. So, the total duration is 12 days. I would like to calculate total duration between open to pending. How can I achieve this.

Many thanks in advance.

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2 REPLIES 2

Ankur Bawiskar
Tera Patron
Tera Patron

‎04-27-2022 09:46 PM

Hi,

why not use metric definition and report on it?

check this out

Reporting on Incident Metric table

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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Madhavi2
Tera Contributor
In response to Ankur Bawiskar

‎04-28-2022 12:35 AM

Hi Ankur,

Thank you for your reply. But I'm new to Metrics. I'm not sure how to get the state got updated to pending in the ticket for last time. Like I need sum up all the duration from open to final time state moved to pending by ignoring in between pending state changes. Could you please help me on this?

Thank you.

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