how can I check the time when a ticket was assigned to an specific queue(report)

[jocecr]

how can I check the time when a ticket was assigned to an specific queue(report)

[Michael Fry1]

You might not have access to Metrics as a non=admin, but you should still be able to report on incident_metric table with conditions I previously mentioned.

[jocecr]

thanks I can see the table but is empty

[HarshTimes]

This can be done in two ways

1. If audit is enabled on that table then right click on header of form and then goto history>list

2. Check the metric. If you do not have access to metric then check the reports which are created on assignment metric.

If both of them are not available, then either enable the audit or create a metric for the assign to changes

[Andras2]

Additionally how can I count the minutes that the incident stayed in 'In Progress' state in one particular queue?

[HarshTimes]

HI Andras

In this case you will be required to create a metric script on the metric definition tables. Below link can be helpful to understand the metric script

https://docs.servicenow.com/bundle/geneva-performance-analytics-and-reporting/page/use/advanced_reporting/concept/c_SampleFieldValueDurationScript.html

-Harsh