INCIDENT ON HOLD DURATION TIME

VICTOR22
Kilo Explorer

‎01-21-2021 07:21 PM

Currently i am working on calculating total of mean time to resolve an incident  excluding "On Hold" duration but am unable to find on hold duration for incidents to have it incorporated as one of the columns. 

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MattiasJonsson
ServiceNow Employee
ServiceNow Employee

‎01-22-2021 02:00 AM

 

There's an OOB Metric called "Instance State Duration" that will provide this.

Below, I had an incident "In progress", I placed it in "On Hold" state, waited and put it back to "In Progress"

It resulted in the below "On Hold" calculation of 22 seconds.

You can sum up all Metric Instances matching your record (the incident) where the Definition is "State Duration", Value is "On Hold" and Calculation Complete is "true".

 

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If helpful or correct, please indicate so.

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Luis Lerma
Kilo Explorer
In response to MattiasJonsson

‎07-14-2022 07:04 AM

Hello Mattias, Would you happen to know if it is possible to run this for a specific Assignment Group?

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