Count the number of times a Ticket has been put on hold

[densernow]

Hi,

What is the best way of finding how many times a ticket has been put on hold? Does the Task table hold this or would I need to check a history/audit table to find this out?

Thanks

[srinivasthelu]

Hi Denis,

You do not anything out of box to calculate that. History is the only way. You may also want to create a metric to calculate it from now.

Thanks

Srini

[densernow]

Thanks for the reply Srini, to do a metric any ideas how to do this? And would I apply this to the Task table?

[march · Accepted solution]

Hi Denis,

You should probably configure metric for this.

Out of the box, you have the "Incident state duration". Each time the incident state is changed, an entry is created in the metric table.

Then reporting on that metric table should give you the information you are looking for.

See Metric Definition Support - ServiceNow Wiki

BR

Marc.