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.

[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.