Report to get "On hold reason" for closed incidents that were "On hold" in a certain moment

[Joaquin Campos]

Dear Community,

I've created a report based on incident_metric table to get information about time that currently closed incidents were On hold (if that was the case).

So far so good... but now I need to know which was the on hold reason for those incidents and that information is missing incident_metric table.

It's true that table has "On hold reason" field, but that's only populated for incidents currently "On hold" and not for those ones already closed.

Any ideas?

Thank you in advance!

Joaquín

[Elaine14]

Hi Joaquin,

Curious to see if you ever got feedback on this issue.  I'm looking to report for a certain On Hold reason as well.  I am a rookie administrator and I discovered that just because the data is there doesn't mean it's measured.   A colleague had to create custom reporting that would actually measure this information before we could search for (and report on) the data. 

Anything you could share on your inquiry would be appreciated.

Elaine

[Joaquin Campos]

Hi Elaine,

Unfortunately I didn't manage to get the information I wanted because I was able to retrieve "On hold reason" value for those tickets that were currently "On hold" but not for those ones that were "On hold" in the past for a certain period.

Maybe anyone else has other ideas?

Regards:

Joaquín

[Ashik Ali]

Hi, 

I have a similar requirement to build a report for all incident that once went to 'Hold' state to calculate the Duration they were on hold.

It is possible for incidents current on Hold but seems the 'On hold reason' field loses its value when the ticket moves away from Hold state.

Any help here is much appreciated. 

Thanks,

Ashik

[Ruturaj Shirsat]

Hi Elaine,

Please check answer by SeanM in below link

https://community.servicenow.com/community?id=community_question&sys_id=cbd0b6c7db3cef08d58ea345ca96...

Please mark correct/helpful if this helped you