Need to find total On Hold time per tickets created on last month

[ShobhitA]

What is the difference between Business pause duration and Pause duration in the Service Now incident_sla table?

My objective is to find the total time an incident was On Hold, considering Working time is from 9 am to 6 pm, and excluding weekends

[J Siva]

Hi @ShobhitA 

Business Pause Duration: The time during which an SLA clock is stopped or paused within business hours.

Pause Duration: The time during which an SLA clock is stopped or paused from the moment the ticket is created, including outside business hours.

Example: If the ticket is put on hold at 8 AM and moved to "In Progress" at 10 AM, then:

• Pause duration is 2 hours.
• Business pause duration is 1 hour.

You can use "Business pause duration" field for your usecase.

Hope this helps.
Regards,
Siva