Efforts spent on each incident record

[Garvit1]

Hi Team,

i would like to know how to get the information on the incident record this much efforts being spent on this particular incident record. 

pls share the screen shot of the same. 

regards,

Garvit

[Dr Atul G- LNG]

Hi @Garvit1 

It's a very broad question. Are you referring to the process from "New" to "Closed," or from "In Progress" to "Closed"?

You can use either the "Resolve Time" or "Business Resolve Time" for this.

[Ankur Bawiskar]

@Garvit1 

As mentioned by Atul time will vary based on state change.

What's your business requirement?

To determine how much effort/duration was spent you can use the Duration field present on incident table which gets populated OOB via BR

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Garvit1]

@Ankur Bawiskar 
this is the business requirement: -How to Track work effort on Incident in Service Now on each state in Progress, on Hold and Resolved.

[Ankur Bawiskar]

@Garvit1 

for that you can use the metric definitions and report on it

check these links

How to create a report to track total time duration when the field "incident change" changes using m... 

report on overall incident activity with state changes and assignment group with time stamps 

If my response helped please mark it correct and close the thread so that it benefits future readers.