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?

[Sai Krishna6147]

Hi @mahesh009 

A business rule or the SLA (Service Level Agreement) feature can be utilized to track state changes:

• SLAs can be used by attaching a SLA Definition with Duration to the incident states you want to track.
• Another option is to write a Business Rule that starts whenever the state shifts.
• The sys_updated_on and state fields should be captured in this rule and logged to a custom table for reporting.

[brahmandlapally]

Hi @mahesh009 

you can configure the metric definitation [ table : metric_definition ] for "on hold" duration calculation

Thank you

[VishaalRanS]

Hi @mahesh009 

You can track state changes by using the SLA (Service Level Agreement) feature or by setting up a business rule:

To implement SLAs, define an SLA with a specific duration and link it to the incident states you wish to monitor.

As an alternative, you can create a Business Rule that activates on state changes.

In this rule, capture the sys_updated_on and state fields, and record them in a custom table for reporting purposes.

Thanks, and Regards

Vishaal

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