https://www.servicenow.com/community/community-central-forum/is-there-somewhere-you-have-already-saved-the-time-values/m-p/2965298#M295 <P>&nbsp;</P><P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="Captura de tela 2024-06-17 110604.png" style="width: 400px;"><img src="https://www.servicenow.com/community/image/serverpage/image-id/365475i57033DF6676DD8BD/image-size/medium?v=v2&amp;px=400" role="button" title="Captura de tela 2024-06-17 110604.png" alt="Captura de tela 2024-06-17 110604.png" /></span><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="Captura de tela 2024-06-17 110634.png" style="width: 400px;"><img src="https://www.servicenow.com/community/image/serverpage/image-id/365476i9CD05949E571D188/image-size/medium?v=v2&amp;px=400" role="button" title="Captura de tela 2024-06-17 110634.png" alt="Captura de tela 2024-06-17 110634.png" /></span></P><P><SPAN>I have to somehow get the data on the time the ticket spent in each queue to then calculate how much time this ticket spent per queue. Is there a place in ServiceNow that already stores these values ​​in the table, or if not, does anyone have any idea how to get the data and set up a rule to calculate the time interval?</SPAN></P> Mon, 17 Jun 2024 14:09:00 GMT Arthur Sanchez 2024-06-17T14:09:00Z https://www.servicenow.com/community/community-central-forum/is-there-somewhere-you-have-already-saved-the-time-values/m-p/2965298#M295 <P>&nbsp;</P><P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="Captura de tela 2024-06-17 110604.png" style="width: 400px;"><img src="https://www.servicenow.com/community/image/serverpage/image-id/365475i57033DF6676DD8BD/image-size/medium?v=v2&amp;px=400" role="button" title="Captura de tela 2024-06-17 110604.png" alt="Captura de tela 2024-06-17 110604.png" /></span><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="Captura de tela 2024-06-17 110634.png" style="width: 400px;"><img src="https://www.servicenow.com/community/image/serverpage/image-id/365476i9CD05949E571D188/image-size/medium?v=v2&amp;px=400" role="button" title="Captura de tela 2024-06-17 110634.png" alt="Captura de tela 2024-06-17 110634.png" /></span></P><P><SPAN>I have to somehow get the data on the time the ticket spent in each queue to then calculate how much time this ticket spent per queue. Is there a place in ServiceNow that already stores these values ​​in the table, or if not, does anyone have any idea how to get the data and set up a rule to calculate the time interval?</SPAN></P> Mon, 17 Jun 2024 14:09:00 GMT https://www.servicenow.com/community/community-central-forum/is-there-somewhere-you-have-already-saved-the-time-values/m-p/2965298#M295 Arthur Sanchez 2024-06-17T14:09:00Z https://www.servicenow.com/community/community-central-forum/is-there-somewhere-you-have-already-saved-the-time-values/m-p/2965356#M297 <P>If you're not already storing it as a metric instance, you can try to retrieve this information for sys_audit. ServiceNow provides&nbsp;<A href="https://developer.servicenow.com/dev.do#!/reference/api/washingtondc/server/sn_hw-namespace/HistoryWalkerScopedAPI?navFilter=historyw" target="_blank" rel="noopener">History Walker</A>&nbsp;which allows you to walk backwards on record history. You'd have to do this on a per-record basis, and be mindful of the resources this'll consume on the instance, and the number of database calls its doing</P> Mon, 17 Jun 2024 15:01:22 GMT https://www.servicenow.com/community/community-central-forum/is-there-somewhere-you-have-already-saved-the-time-values/m-p/2965356#M297 Kieran Anson 2024-06-17T15:01:22Z