Need to calculate On hold reason "Awaiting caller"sum up duration

[Community Alums]

Hi,

We have incident state duration and incident state on hold reason duration metric in servicenow instance. 

If an incident has different on hold reason with the different duration change..

I need to calculate the sum of duration of on hold reason in specific for an incident. 

Help me to achieve this..

Thanks.

[AndersBGS]

Hi @Community Alums ,

so you want to calculate e.g 3 durations of“awaiting caller”- and where do you want to store this data/show this data?

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

Best regards

Anders

[Community Alums]

Yes if an incident has three times awaiting caller as on hold reason and each has duration.. I need to sum up the duration

I want to show in report

Thanks

[AndersBGS]

Hi @Community Alums ,

ok, you can’t “just”create a normal report through the report designer, as the report designer is not meant for calculation.

basic, my initial though would be to create a hidden field on the incident table, and due a calculation based on a business rule / client script and some scripting. 

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

Best regards

Anders

[AndersBGS]

Hi @Community Alums ,

if my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders