Need to add a measurement of time all tasks and request that starts and ends with pending vendor

Sounderrajan K
Tera Contributor

‎01-05-2026 06:50 AM

Need to determine a method to add a measurement of time all SCTASKs and enhancement request that starts and ends when State is set to Pending Vendor, then moved out of Pending Vendor state.

We may need to add a hidden SLA to measure this, or determine another way.

Is there any best practices to implement this functionality?

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Dr Atul G- LNG
Tera Patron

‎01-05-2026 07:09 AM

Hi @Sounderrajan K 

The only option here is to use an SLA. Create the SLA on the vendor-specific state, consider the conditions carefully, and then use it for evaluation. There’s no other way to achieve this.

Alternatively, you could create metrics, but with metrics you would need to add logic to filter records based on state transitions.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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Dr Atul G- LNG
Tera Patron
In response to Dr Atul G- LNG

‎01-05-2026 07:40 AM

Hi @Sounderrajan K 

 

For metrics:

 

https://youtu.be/Dnr6Tcblv5M

 

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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CSA Admin Batch17 | Day 24 | Metrics - Database view - Plugins - Application Manager
CSA Admin Batch17 | Day 24 | Metrics - Database view - Plugins - Application Manager
youtu.be/Dnr6Tcblv5M
CISITSM #ITSM #csa #ServiceNow #TechnoFuncational Disclaimer: These videos are from my training batch. These videos did not promote any ServiceNow Sales pitch or marketing. These videos are only for knowledge purposes & basic on my experience & Knowledge. Redistribution or copying of functionality
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Dr Atul G- LNG
Tera Patron
In response to Dr Atul G- LNG

‎01-05-2026 11:34 PM

Hi @Sounderrajan K 

I hope the metric-driven solution works for you. If you have any doubts, you can watch my video to get it done.

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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Sounderrajan K
Tera Contributor
In response to Dr Atul G- LNG

‎01-06-2026 02:55 AM

Hi Atul,

 

Thanks for the information. I would like to use SLA to calculate the total duration of pending vendor time.So I have created new field in catalog task table called "Pending vendor time"(duration type field) and I would like to map the value of business elapsed time(duration type field) from task sla with Pending vendor time in catalog task using flow designer.However, its not updating the value.Could anyone kindly help me with this?

 

Regards,

Sounder Rajan K

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