Create a report from the incident table

[AnkaB]

My goal is to be able to see when tickets are placed into on-hold. I want to see how many are placed On-Hold and how long that they are in that state. 

[Pankaj kr]

You can use metric denifintions for tracking the state field on incident table and then use reporting the filter only hold value the duration to show all the incidents hold duration.

[AnkaB]

What I need is to see how long tickets are were in state on hold retrospectively.

So something like…….
ex:
Tickets closed last month - which ones were in state hold during their life span and how long where they on hold for. Which group where they assigned to when they where on hold, and what on hold reason has recorded in the activity log at the time that the state was changed to on-hold.

[Pankaj kr]

For the already closed one I don't think you can track the time it was on hold however you can still track the resolver groups it went through by report on audit history table (sys_audit) and and on hold reason. But tracking hold time for already closed tickets is a clear no if nothing configure earlier in metric denifintions 

[AndersBGS]

Hi @AnkaB ,

Let me just and some comments according to what @Pankaj kr already have correctly stated. You can’t get information for on hold in the past if a metric was not configured at that point in time. Secondly according to your requirement, a metric definition would decently be the correct solution.