How to measure the different states for an incident?

[Inga Karl]

Hi, 

I want to report on how long an incident spends wihtin a certain status. For example and Incident is created -> work in progress -> on hold -> work in progress -> closed complete.

How do I report the time it spends in the state "ready", "work in progress" and "on hold"? 

[Jaspal Singh]

Did you try using Incident Metrics? Try something as below

[Murthy Ch · Accepted solution]

Hi @Inga Karl 

You can create the Metrics Report on metric_definition.LIST table

Something like below screenshot:

Under related list you can see all these data

By using above table you can create report easily.

Thanks,

Murthy

[Inga Karl]

Hi @Murthy Chintalapudi, 

The duration is only showing me when the INC is already closed. So I see the duration the INC was in the sytem in total but not the time for a specific Status so how long the ticket spend in the status Ready. 

[Jaspal Singh]

You need to refer Value field as well to understand the state. So, its combination of Start, End, Duration & value.