How to get actual Work in Progress time of incident ticket in service now?
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05-18-2018 05:11 AM
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05-18-2018 05:30 AM
Hi Vicky,
You would normally use metrics for this. For example, if the OOB "Incident State Duration" metric is enabled on your instance : /metric_instance_list.do?sysparm_query=value%3DIn%20Progress%5Edefinition%3D35f2b283c0a808ae000b7132cd0a4f55&sysparm_list_mode=grid
If you want to have it displayed on you incident list as a column, you either need a new field with a calculated value, or a database view between incident and metric_instance.
HTH
Sylvain
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05-18-2018 06:49 AM
Actually, there should be an 'incident_metric' database view out of the box. If you run reports/PA against this you should have access to all the fields from Incident, from the Metric Instance, and the associated Metric Definition.
I've also seen customers use a defined relationship to show all the Metrics for an Incident in a related list at the bottom of the record.
FWIW, there's also a field on Incident that captures the 'duration' which is open to resolve, I believe, as well as business duration which is open to resolve time based on the default system calendar work hours. But that's going to include all states, from New, Open, Awaiting Info, etc, not just "Work in Progress". To get only Work in Progress, you'd definitely want to look at the Metric Instance for that Incident.
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10-02-2018 11:20 AM
Hello Syvo, any chance you put that in English?
