Report to calculate the duration of the assignment group in a hr case excluding pending and on-hold

jananipk
Tera Contributor

‎12-22-2025 11:27 PM

Hi,

I have this requirement where i have to create a report which shows the time spent by an assignment group in a HR case excluding 'pending' and 'on-hold' states. 
I have found a OOB metric which calculates Assignment group duration in a HR case.
And I have also created a metric which calculates the time spent by an HR case in each state irrespective of assignment group.
Kindly, help me to calculate the duration of each assignment group in each case excluding pending and on-hold states.

Thanks.

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Uncle Rob
Kilo Patron

‎12-29-2025 05:57 AM

You're going to need to build  your own scripted metric.
The OOB ones only do raw time.  Yours will have to use the GlideSchedule object.
Here's the docs site with a good script example.