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  

something like this you can filter out when you create report on "metric_instance" table

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

[Avdhoot]

I am looking for closed cases filter, this filter is giving all active cases.

This what actually requirement is :

• Capture the actual resolution time excluding the period when the ticket is on hold or waiting for input.
• Provide a clearer view of the team’s efficiency and help in more accurate performance measurement.

[pavani_paluri]

Hi @Avdhoot  ,

Use Metric Definitions + Metric Instances

ServiceNow provides out-of-the-box metrics for state transitions.
Navigate to:
Metrics > Definitions → Create or use existing metric for HR Case.
For each state, define a Field Value Duration metric:

Table: sn_hr_core_case
Field: state
Condition: state changes

These metrics capture start and end times for each state.
Report on metric_instance table and join with HR Case fields using a Database View.
This allows filtering by case attributes like Assignment Group, Opened Date, etc

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[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.