Calculating Time in Work in Progress and Closed State

[Sidhu9]

Hi Experts

I need to calculate to duration Between State when the incident is moved from Work in-progress state to a closed State.

[Anurag Tripathi]

You will Need to create metrics (on state change) to do this, it cant be done on the record as there is no field to save the time stamps.

Calculate state duration - ServiceNow Community

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

[Dr Atul G- LNG]

Hi @Sidhu9 

No direct way, either you can use the SLA or you can create the metric on state change.

If i recommend, best is metric creation. If you have PA that will eb more good. 

[AndersBGS]

Hi @Sidhu9 ,

What if any other state is hit along the way e.g. pending state - should this also be in the calculation?

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

best regards

Anders

[Sidhu9]

No @AndersBGS only a work in progress and closed