How to log/track the time spent on each state in ITSM process?

major li
Tera Expert

‎09-04-2025 06:38 PM

Hi community, I am looking at an OOTB feature to track/log the time spent on each state in incident, change, or other tables extending from basic task table. As a result, I can analyze where the bottle neck is and improve. 

Could you help to share you practice please? 

Thank you. 

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Pradeep Thipani
Mega Sage
Mega Sage

‎09-04-2025 06:58 PM

Hi @major li ,

 

This is new to me as well, but I’ve explored a few items in the meantime. The following solutions might help—please take a look at them.

 

https://www.servicenow.com/community/spm-forum/recording-time-spent-on-projects-including-related-in....

 

https://berkeley.service-now.com/kb_view.do?sys_kb_id=13aabb35db5c10d458bbdbf0ce961995

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0954528

 

Thanks,

Pradeep

 

 

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Regards,
Pradeep
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