The OnHold Reason Duration creating a new record when we change state (OnHold- In Progress- OnHold- In Progress - ViceVersa) every time. It should be should be aggregating time, When It goes to OnHold State.
Need help creating Metrics Defination for incident
calculates duration that the incident spent in On Hold Awaiting Caller status (increment the duration if the incident was in on hold awaiting caller then went to in progress and went back to awaiting caller, etc.)
