Gathering data on suspended HR cases

Yonatan Hailu
Tera Contributor

a month ago

Our team is looking to review the reasons our HR Operations agents might be suspending their cases. We are interested in:

  • How many cases were suspended? - We cant use historical reporting as this would show "HR Cases currently in Suspended state" rather than the desired "HR Cases that were ever suspended"
  • How many times were those HR cases suspended? - Along with the above, we need to understand the amount of state changes "BLANK to Suspended" were on each HR Case
  • Length of suspension time - Can this be done on SLA table? Does Paused duration consider Suspended and Awaiting Acceptance as the same time?
  • Reason for suspension - Default configuration has the "Suspend Reason" and "Work Note" in the suspension pop up. Both are valuable for understanding suspension reasons

This will help us understand where we can improve our case resolution processes depending on the HR Service related to that suspension. Let us know your advice on gathering trends from this data as well.

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SupriyaWaghmode
Kilo Sage

Monday - last edited Monday

Hello @Yonatan Hailu  , 

 

How to Analyze Suspended Cases in HRSD

1. How many cases were ever suspended?

  • Use a Performance Analytics (PA) widget or create a custom report on the sys_history_line table.
  • Apply a filter:
    Field name = state AND New value = Suspended.

2. How many times were cases suspended?

  • In the sys_history_line report, group by Record (HR Case number).
  • Count occurrences where:
    Field name = state AND New value = Suspended.
    This gives the total suspension count per case.

3. Length of suspension time & SLA considerations

  • The SLA table  tracks breaches, but it’s not always accurate for suspension duration. It’s better suited for time-to-resolve metrics.
  • For precise suspension time:
    • Use  sys_history_line 
    • For each “Suspended” transition, note the timestamp.
    • Calculate the difference between that timestamp and the next state change (e.g., back to Active or Work in Progress).

4. Does paused duration include Suspended and Awaiting Acceptance?

  • Depends on configuration:
    In ServiceNow, “Paused” usually refers to a specific state, but you can configure states like Awaiting Acceptance or Suspended to pause SLAs.
  • Check your Business Rules (BRs) and SLA definitions  records.

5. Reason for suspension & Work Notes

  • Use:
    • sys_audit table
    • sys_journel_field table (for work notes/comments)
    • sys_history_line 
  • Filter for:
    • Field name = state
    • Field name = work_notes when the state changes to Suspended.

Advice for Gathering Trends

  • Categorize suspensions:
    Map default “Suspend Reason” and keywords from work notes into broader categories (e.g., Waiting for Employee Info, Third-Party Delay, Internal Review).
  • Use PA/Reports to build dashboards showing:
    • Top reasons for suspension by HR Service/Category.
    • Average suspension duration by reason/service.
    • Suspension frequency by agent/team.
  • Data source:
    Collect data  on
  • sys_history_line and sys_audittables for historical data.

 

If my response helped you, please click on accepted the solution ✅ and consider giving it a thumbs-up 👍. This helps others find the solution faster and keeps the community thriving. Thank you for your support! 🙏
Thanks & Regards ,

Supriya Waghmode |ServiceNow Community Rising Star 2025🌟

 

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