Need to add a measurement of time all tasks and request that starts and ends with pending vendor

Sounderrajan K · ‎01-05-2026

Need to determine a method to add a measurement of time all SCTASKs and enhancement request that starts and ends when State is set to Pending Vendor, then moved out of Pending Vendor state.

We may need to add a hidden SLA to measure this, or determine another way.

Is there any best practices to implement this functionality?

Ankur Bawiskar · ‎01-05-2026

@Sounderrajan K

you can use Metrics to capture the time spent in "Pending Vendor" state

you can refer to many OOTB metrics

OR

Another way is to use SLA

Table - sc_task

Start Condition: State [IS] Pending Vendor

Stop Condition: State [IS NOT ONE OF] Pending Vendor

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Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

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Mckenzco · ‎01-07-2026

We export the data using API to PowerBi and then use measures in Power Bi to report on this. Might be something worth looking at. This way we can compare it to other stuff as and when we need it. So future proofs your work.