Apply new Metric Definition to old Incidents

[daniziz]

Hi all,

I've just defined a new metric in order to get how much time spent my incidents on a determinated sub-state "On hold Reason"

Then i can create a dynamic report based on this metric to know that time by incident:

The thing is, this only works with new incidents. Is there any possibility of applying this metric to old incidents?

Regards!

Daniel.

[Sajilal]

Metrics are nothing but the data fetched from the history of the records based on State, Assignment Group etc. For old cases i will not recommend that the metrics to be queries/the history table to populate the metrics it is not a suggested practice. Reach out to Hi Servicenow for the same query, they should suggest the same. Do let us know if they advise any other solution

Please mark this answer as solved, or helpful if it helps solve your issue

Thanks,
Sajilal

[daniziz]

Hi Sajilal,

I've oppened a case to HI and they are checking if there is a Workaround or something similiar for my issue, ill update anything here with his answer.

Regards.

[Rutuja K]

@daniziz did you get any resolution to apply metric definition to old records?