Report to calculate incident's each state duration along with onhold reason.

[Nishant Kharat]

Ability to track time elapsed for Incidents by State and On-hold reason
Ability to track time elapsed for RITMs by State and Pending reason

Need a report which will give a incidents every state's duration along with the onhold reason(If the incident is kept in onhold state).

Also it should provide onhold reason for each state.

For now i have created a report on incident metric table and it gives me duration for each state.

But it gives me the recently updated on hold reason for each onhold value.

This should not be the case we want every on hold reason for a on hold state. Not only the latest updated one.

please can someone help into this?

Thanks in advance,

Nishant.

[Ankur Bawiskar · Accepted solution]

@Nishant Kharat 

Did you try to explore on reporting on metrics?

How to create a report to track total time duration when the field "incident change" changes using m... 

[Nishant Kharat]

Hi Ankur,

Thanks for your response.

Yea actually i tried to create the report on incident_metric database view.It gave me the duration for each state of the incident.

But i also want the onhold reason.

for ex: The incident was kept in onhold state and onhold reason was awaiting caller.

Again the incident was brought back to in progress and again they put it back to on hold this time the reason was awaiting problem.

So i need both the reasons, 

onhold= awaiting caller

in progress

onhold=awaiting problem.

but the report only gives me recently updated onhold reason (as shown in the screenshot attached in my previous comment)i.e awaiting problem and not all reasons.

Please can you help in getting all the onhold reasons for every onhold state in a report.

Thanks,

Nishant.

But the incident_metric only gives me the latest updated onhold reason.

[Nishant Kharat]

Hi ankur,

Thanks for your response. 

I have created a new metric definition which captures the onhold reasons for the incidents, and it is stored in metric instance table so we can easily report on incident_metric table and get the data. 

[AndersBGS]

Hi @Nishant Kharat ,

As @Ankur Bawiskar  also have mentioned, you need to look into creation of your own metric definitions instead of utilizing the OOTB to capture the things you would like to. Please see the product documentation here: Metric definitions (servicenow.com)

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders