Pending Client - Amount of time on Pending Client

[stfox]

I am trying to build a report that shows how long the current incident(s) have been on pending client.

I see the activity log where it shows the state was changed but I cannot find a way to show the amount of time it has been on pending client.  

Has anyone else tried to get this calculation.

Thanks,

Steve

[Brad Tilton]

I would take a look at metrics. There are some OOB state metrics that will give you the amount of time an incident has been in each state.

Metric Definition Support - ServiceNow Wiki

You can use the incident_metric database view to report to the OOB state duration metric.

Database Views - ServiceNow Wiki

[JohnG3]

As Brad Tilton mentioned, there is an out of box "Incident State Duration" metric which should be tracking that information for you.   Depending on which State field you are using for "Pending Client" you may need to copy the out of box from the older Incident State field to the newer State field.

[Abhijit Das6]

Hello John ,

Ok , so I have found the metric 'Incident state duration' .But now what .How get get the report generated for inc/req where each incident record has associated incident state duration(Pending state duration).

I want to generate a report for incident and request to see how long each record stayed in their respective state.For instance I need specifically the records which are in pending state for long.So I need to see the pending state duration.

[Abhijit Das6]

Ok , so I have found the metric 'Incident state duration' .But now what .How get get the report generated for inc/req where each incident record has associated incident state duration(Pending state duration).

I want to generate a report for incident and request to see how long each record stayed in their respective state.For instance I need specifically the records which are in pending state for long.So I need to see the pending state duration.