Report on actual time spent on incident

[Suresh Kumar8]

HI All,

I have requirement where I need a report on the incidents:

1) An agent spent time on an incident from create to resolve which excludes the on hold state.

Request your valuable inputs on this.

Thanks

[Dr Atul G- LNG]

Hi @Suresh Kumar8 

https://www.servicenow.com/community/developer-forum/how-can-i-report-how-much-total-time-a-user-has...

https://www.servicenow.com/community/developer-forum/how-can-i-find-total-time-spent-resolution-time...

[Suresh Kumar8]

Hi @Dr Atul G- LNG Thank you for the information. I created the report using the link you provided. But how do I calculate the time from created to resolve excluding On hold?

Could you please help me with this?

[Dr Atul G- LNG]

Hi Mate @Suresh Kumar8 

Seems it is not directly possible, bcz we don't have any field on the incident table to capture On hold duration. This may can be achieved via SLA table but again issue, is Response and Res 2 different SLA and in OOTB report doesnt support calculations.   

[Suresh Kumar8]

So, here is my requirement:

1) Total time taken which is difference of Resolution time and creation time.

2) Actual time spent which is Resolution time - (Creation time + On Hold time).

Thanks