How to report on time between state changes

[StewartF]

One of our managers is requesting SLA timelines/reporting on how long it is between an Incident being opened, to the state changing to In Progress. So not the base SLA timer that starts once the state changes, but some way of reporting on how long between the ticket being opened, and the state changing to In Progress.

OOB I can't see a way of doing this via reporting, so hoping someone can shed some light for me?

[KJyothiMegha]

if we wanted to achieve same on customer service case sn_customerservice_case table how to do it 

[suvro]

You can create a duration type field and whenever state changes to in Progress from New a business rule can set the duration field with the difference of created on and current date. 

That field can be used for reporting

You can also check out Metrics