ITSM

[mahesh009]

I need to track how long an incident stays in each state for reporting purposes. Is there a way to log this automatically in ServiceNow?

[Harish Bainsla]

Hi @mahesh009  check below links

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0793124

https://www.servicenow.com/community/developer-forum/calculating-how-much-time-elapsed-on-each-state...

https://www.servicenow.com/community/itsm-forum/incident-management-report-to-show-the-time-spent-in...

if my answer helps you please mark helpful and accept solution

[Ramesh_143]

Hi @mahesh009 ,

You can use the SLA (Service Level Agreement) feature or create a business rule to track state changes:

1. To use SLAs, configure an SLA Definition with Duration and attach it to the Incident states you want to track.
2. Alternatively, create a Business Rule that triggers whenever the state changes. In this rule, capture the sys_updated_on and state fields and log them to a custom table for reporting.
   
   Thank you,
   Ramesh 

[AndersBGS]

Hi @mahesh009 ,

I would advise you to utilize incident_metric based on the state, as this will provide you with what you're looking for. I have created below as an example:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Aniket Chavan]

Hello @mahesh009 ,

You can definitely track how long an incident stays in each state for reporting purposes! As @Harish Bainsla mentioned, I recommend checking out this article for a detailed guide on how to achieve this.

Key points from the article:

• There’s an out-of-the-box metric definition that tracks the duration when the 'incident state' changes.
• You can find this metric definition by navigating to metric_definition_list.do and looking for Number = MTRC0000004 and Name = Incident State Duration.

If you want more detailed steps on creating a report from this metric, definitely go through the article linked below:

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

Here are a few other informative links that might help you as well:

• Need a metric script which help me to get each state duration for each change of state.
• Script to calculate total time between states.

Let me know if you have any questions!

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Regards,
Aniket