Total On Hold Duration Calculation

[akshaycjkum]

Hi Team,

I want to calculate total on hold duration(include multiple on hold) of an incident (incident opening to close only on hold time) and also need to create metric definition so that it shows which assignment groups has taken how much on hold time.

Example -  when incident is open

State- new 

State - In progress-

state - on hold 1- 20 mins(count)

state- In progress-10 mins.(skip)

state- on hold 2-5 mins(count)

state - in progress- 20 mins(skip).

state- on hold 3- 20 mins(count)

state- in progress-resolved.

Now so total on hold =hold1+hold2+hold3=20+5+20=45 mins.

It will store the Total on hold duration filed on incident table(custom field).

How to solve this issue?

[Ankur Bawiskar]

@akshaycjkum 

check this and create metric definition and then use report on that

Create metric definition to calculate total time taken excluding on hold duration 

While creating report use table as metric_instance and Definition as Your New Definition

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