On Hold status on tickets

[Imran Shad]

Hello,

I want to capture On-Hold dates for Incidents and SR's in ServiceNow through reporting. Is there any feature (columns, etc.) that can be used to capture this?

[Sebas Di Loreto]

@Imran Shad 

What do you exactly mean?

You want to capture "when the ticket (inc or ritm) went to the on-hold state"?

[Imran Shad]

Yes, that is correct. I would like to see if I can extract a report on when incidents and requests have been put on "On-Hold" status.

[Sebas Di Loreto · Accepted solution]

@Imran Shad 
The bad news is that you cannot use the updated field (sys_updated_on) since another modification to the ticket could have been done (not on the status field) and that date stamp won't represent "when the ticket went to the on-hold state".

The only EXACT way of answering your question is by having a METRIC on the incident and sc_req_item tables to track the STATE field (very simple). There is an out of the box for incident that most likely is already doing that (screen below). Just add this to your instance to see it: /metric_definition.do?sys_id=35f2b283c0a808ae000b7132cd0a4f55

You can create one for the sc_req_item table too.

Then you would use the out of the box database views, incident_metric and sc_req_item_metric, to report. They combine the information from the ticket fields and the metric fields.

[jaheerhattiwale]

@Imran Shad You can create a new field "On Hold Date" then create a after update business rule with condition "State changes to On Hold" then just add below code

current.<On Hold Date Field> = new GlideDateTime();

current.update();

Please mark as correct answer if this solves your issue.