Resolved date of an HR Case

[Nessrine]

Hi,

I would like to know if there is a way to determine the resolution time of an HR Case (state= Resolved, not the field 'closed at'), like the field 'resolved_at' on Incident.

Thank you for your help.

[Harneet Sital]

Hi Nessrine, 

May I know the use case you are trying to resolve here?

OOB state model dictates the states 'Awaiting Acceptance' and' 'Closed Complete' where the awaiting acceptance loosely aligns to the resolved state we have on the incident table. 

We do not have any OOB field that stores time at Awaiting Acceptance, but this can be determined by using a metric report if needed or you can create a new field to store the time when the state was moved to 'Awaiting Acceptance'

Hope this information helps with your query, if you need more help feel free to let me know. 

Please mark helpful, correct based on the correctness of the answer!

Thanks, Harneet!

[Nessrine]

Thank you Harneet for your time and answer. I have actually been thinking about adding a business rule and a field where I can store the time once the HR case goes to 'Resolved' state. I just wanted to know if there is an OOB field or other way that reflects the time I need (from the beginning until the HR case is resolved).

[Harneet Sital · Accepted solution]

Hi Nessrine, 

OOB there is no field that can store this value, but as you said you can go for a new BR and field to store these details. Or if just for reporting purposes, I would recommend using metrics. 

https://docs.servicenow.com/bundle/paris-platform-administration/page/use/reporting/task/create-metr...

Please mark helpful, correct based on the correctness of the answer!

Thanks, Harneet!