Check How Many times an Incident is put on Hold ?

[Nilanjan1]

Hello All, 

Is there any way in knowing through a report how many times an incident was put on hold. Metric definition is another way of achieving it but it would not fulfill the reporting against each incident. Any suggestions in this regard would be appreciated. 

Regards

Nilanjan

[Tiffany Royer]

If you don't want to go the Metric Way, you could create a field on the Incident table to count how many times it was put on hold, similar to how the Reopen Count field works. Then report against that field.

[Nilanjan1]

This worked perfectly, but the client requirements are: 

1. To get the duration of the time the ticket was on-hold even though there has been multiple time the status has been changed...due to various reasons. Is there a way to get it into the report. 

Regards

Nilanjan

[Tiffany Royer]

If you create a report against the Incident Metric table, you can get the count of times it was on hold, and the total duration.

*you will have to wait until the record moves out of the on Hold state to capture the latest time for it.

Showing the Duration of time on Hold

Showing the count of how many times it was placed on Hold

Metric Definition and the Metrics captured for these records

[Nilanjan1]

Hello Tiffany, 

Thank you for your response, it really helped. Is there a way by which I can sum all the incidents Hold times togather.. instead of having repeating same incidents? I checked with Pivot = Type but it seems to a bit overwhelming with the amount of data that I have. 

Regards

Nilanjan