How to calculate the duration of the incidents closure exclude the on hold duration

PriyadharshB582 — Mon, 15 Jun 2026 17:43:34 GMT

Need to create a custom duration field in the incident, which calculate the duration of incident closed to open for the closed record which excluded the time spent on hold. Give me tips how to perform this in metric definition and business rule

Re: How to calculate the duration of the incidents closure exclude the on hold duration

anubhavritolia — Wed, 17 Jun 2026 07:20:43 GMT

Hi @PriyadharshB582

There are 2 ways to achieve it:

1. Create an SLA Definition which Starts on Incident Creation, Pause on 'On Hold' state and Stops on 'Closed' state. Than your Business/Actual Elapse time will give you the duration which you can copy paste to your custom field.

2. Can Create 'Metric Definition' which calculate the durations between state changes and can you can calculate the cumulative duration except 'On Hold' and populate it to custom field.

Option 1 is better recommendation due to fast performance and no calculation scripting required.

Please mark my answer correct if it helps to solve your problem.

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How to calculate the duration of the incidents closure exclude the on hold duration

Re: How to calculate the duration of the incidents closure exclude the on hold duration