How to calculate Incident state duration (from open to resolved) minus onhold state duration

[Kevin68]

hi

How to calculate incident state duration(from open to resolved) minus onhold state duration using metric table?

[AndersBGS]

Hi @Kevin68 ,

Yep, creation of SLA/OLA will not benefit anything when we are talking about "old tickets". Instead you need to look into the incident metric definition, to investigate if the metric definitions (capturing in the incident metric table) is configured to captured the data you would like to utilize.

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

Best regards

Anders

[Kevin68]

Yes, I have tried the above script to create a definition , please check once.