HR Case life cycle

[Prudhvi Raj Y]

Hi Team,

Can you please help the ways to get the HR case life cycle which says how much time case spent in each state and what's the overall time taken to complete the case, I have used metric definition to get the time take in each state but it's not giving the overall time taken to close the HR case. is there a way to get the time taken by each ticket?

Regards,

Prudhvi

[Tanushree Maiti]

Hi @Prudhvi Raj Y 

refer these links if helps:

https://www.servicenow.com/community/hrsd-forum/average-resolution-time-on-hr-cases/td-p/3268752

https://www.servicenow.com/community/developer-forum/how-to-calculate-time-between-case-creation-and...

https://www.servicenow.com/community/csm-forum/report-to-show-the-time-spent-in-each-case-state/m-p/...

[Ankur Bawiskar]

@Prudhvi Raj Y 

metric definitions track individual state durations and not overall i.e. "created to closed"

sn_hr_core_case table extends task and it has these 2 duration fields Duration and Business Duration

Either fill those similar to how OOTB it fills for INC table

How Duration and Business Duration fields are calculated 

OR

create new metric definition, see below

How to calculate metrics time from start to till closure on HR Case 

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