I need a report that details the duration taken to close each HR case.

[Avdhoot]

Requirement:

I am looking for a report or any other method to display the total business hours required to close or complete an HR case.

Additionally, the report should show how many hours the case spent in each of the following states: Work in Progress, Awaiting Info, Ready, Unassigned, and Awaiting Acceptance.

If anyone has implemented this scenario in ServiceNow, please let me know.

[Ankur Bawiskar]

@Avdhoot  

you can use metric definition for this

You can refer to OOTB incident_state metric definition on incident table

create similar for your HR Case State field

💡 If my response helped, please mark it as correct ✔️ and close the thread 🔒 — this helps future readers find the solution faster! 🙏

[Avdhoot]

Yeah, we can build the report using metric definitions, but can we filter it to show only closed cases? Currently, the metric displays all states except Closed Complete/Incomplete.

[Ankur Bawiskar]

@Avdhoot  

so what do you want?

you don't want to show duration of that HR case when it's in Closed Complete or Closed Incomplete?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Avdhoot]

Actually, I created the metric definition as per your suggestion, and it is showing all states and their durations. This is fine, but we only want to display cases that are closed. Currently, it shows both open and closed cases. Is there any way to filter out the open cases?