Need to find total on hold time per tickets created on last month

[Snehal13]

I want to generate a list view report in ServiceNow on all those tickets that were on hold for some time in the past month. It must show the incident number, assignment group, actual time it was on hold (before getting resolved) and the state columns.

What kind of metric definition to create - Can this be achieved out of the box ?

[Dr Atul G- LNG]

Hi @Snehal13 

I think if you create a report on task_Sla you can get Incident number, where you can use pause duration. and to get other fields, you can create Database view ( it is OOTB)

[Snehal13]

Can you elaborate more ? Not clear on the steps, what filters to add

[Dr Atul G- LNG · Accepted solution]

Hi @Snehal13 

There is OOTB Database view and I just added these 2 fields,

You can use this db view and create report as well. If the pause duration is Zero or empty , it means incident never go in on hold. 

[Amy62]

Will this pause duration include the SLA pause time from the Incident going from state Resolved to Closed? Is there a way around this. Thanks! Amy