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.

[Dr Atul G- LNG]

Hi @Community Alums 

You can create New SLA only for this case and onhold duration you will get. or give a try for OLA ( I know it is not a good way but still try)

[AndersBGS]

Hi @Community Alums 

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

Best regards

Anders 

[AshishKM]

Hi @Community Alums , 

You can review the ootb incident state duration metric definition and metric_instance table for all On Hold records.

You can use this metric_instance table record for adding all On Hold duration and display on Incident form ( onload ).

If OOTB definition not helping much for On Hold ( Awaiting Caller ) duration then you can write new metric definition (with custom code ) which calculate duration only for On Hold ( Awaiting Caller ) and  add them for incident form ( onload ).

-Thanks,

AshishKMishra