Does anyone know if it is possible to run a metric definition against a sys_field?

[#1]

Does anyone know if it is possible to run a metric definition against a sys_field? We are trying to run a metric against the "updated by" field (sys_updated_by) at a task or incident level.

[namita_oberoi]

Hi,

I have metric defined on the incident table of Script Calculation type from open to closed state. Now I want to subtract the time the incident was kept in the waiting state. Any idea how can I accomplish that.

Thanks,

Namita Oberoi

[abuthahir]

Hi,  

Use SLA pause conditions to not include waiting time.

http://wiki.servicenow.com/index.php?title=Service_Level_Agreements

[namita_oberoi]

Hi,

Thanks for your reply. But we need it for the reporting purpose to find out the duration from open to close for an incident excluding the waiting time..

Thanks,

Namita Oberoi

[abuthahir]

you can use report from "incident metrics" table to get the open to close timings.