Report the10 longest on hold incidents for the month

[jane-jy]

Hi guys,

I have a question how to capture the duration from when a ticket is set to "On Hold" to now (the incident is still in "On Hold" state). I need to report the 10 longest On Hold incidents for the month.

For example, I set one incident state to "On Hold" (e.g. waiting caller) on Sept 29th, and it is still on hold today. The expected duration of "On Hold" is 4 days if I run the report today Oct 1st.

Need suggestions to  achieve the above requirement.

Thank  you,

Jane

[SeanM1]

There is an OOB function that should already give this in formation on the metric table:

It meausres the following:

When creating the report, the base table to use is incident_metric.

You can then sort the list by the greatest duration 

Please mark correct if this has solved your issue

[jane-jy]

Hi Sean,

Thank you so much for your information. but my scenario is: the incident is still in "On Hold" state, the End time for the metric is empty. Please see screen shot below. This metric can only tell the end time and duration for "On Hold" when the state was changed from "On Hold" to any other State.

[Brad Tilton]

You might not be able to get the actual duration, but if you're just looking for the 10 incidents that are currently on hold and have been on hold the longest you could just use the start field and order by the oldest 10. I would definitely go this route over adding fields to your incident form to capture something like this.

[jane-jy]

Hi Brad,

Thank you for the comment and suggestion. Yes, I agree.

For the report, and I do need to include that duration in the report for each of the 10 longest on hold tickets.

have a wonderful day.

Jane