Report for Task duration

[Brian Lancaster]

Does anybody know of a way to get a report that will give you the duration of a Catalog task or Incident based on when it got assigned to a tech?

[Ajai S Nair]

Hi Brian,

If you want something like,

For example, determining how long an incident was assigned to a certain group requires collecting information about assignment changes and calculating the duration of each assignment.determining how long an incident was assigned to a certain group requires collecting information about assignment changes and calculating the duration of each assignment.

then the below link will help you:

Metric Definition Support - ServiceNow Wiki

You can create Database view by joining task and metric or incident and metric for reporting pupose. This link will help you for that ,

Database Views - ServiceNow Wiki

[Brian Lancaster]

I noticed that we are not getting the duration for the last person who had the task.   It seems Metrics only give as duration when assigned to changes but when you close a task the assigned to does not changes so for example if person A has it for 6 hours, assigned it to person b and then person b closes it I only get the duration for person a.   How can I get the duration for all assigned to users?

[Ajai S Nair]

Hi Brian,

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