field which captures the time of ticket routed in to a specific group.

[brahmandlapally]

I have created a field i want that field to capture the hours taken ticket routed in to a specific group and ticket closed.

please help me out to configure this.

[Jaspal Singh · Accepted solution]

Hi,

Is this for incidents? If so, you can report on incident_metric table as below.

Duration value holds the time spent on each group. Incident is now with IT Finance CAB and thus is empty as soon as it is changed to some other group it will get the Duration populated.

[Sujatha V M · Accepted solution]

@brahmandlapally  Is there any reason to create a custom field, because you can get the duration details using OOB incident metrics (if its for incident). You can even create custom metric for the table which you are trying to and track. 

This helps on reporting purpose as well. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Jaspal Singh · Accepted solution]

Hi,

Is this for incidents? If so, you can report on incident_metric table as below.

Duration value holds the time spent on each group. Incident is now with IT Finance CAB and thus is empty as soon as it is changed to some other group it will get the Duration populated.

[brahmandlapally]

this is for task.

[Sujatha V M · Accepted solution]

@brahmandlapally  Is there any reason to create a custom field, because you can get the duration details using OOB incident metrics (if its for incident). You can even create custom metric for the table which you are trying to and track. 

This helps on reporting purpose as well. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[shloke04 · Accepted solution]

Hi @brahmandlapally ,

You do not need to create a new custom attribute to track this activity. You can make use of Metrics feature OOTB to get this data. Follow the steps below:

These are available OOTB metrics:

1. Track Assignment Group change timing: https://instance.service-now.com/nav_to.do?uri=metric_definition.do?sys_id=39d43745c0a808ae0062603b7... 

2. State Track : https://instance.service-now.com/nav_to.do?uri=metric_definition.do?sys_id=35f2b283c0a808ae000b7132c... 

Replace "instance" with instance name.

Make sure the above 2 are active in your instance. Now you can add them to your Incident form through Configure >> Related List and select "Metrics" and add them as shown below: