How to create a report which shows time of actual work on task and pause time for each task

[phr]

Hi All,

I am not able to create a report in ServiceNow which shows time of actual work on task and pause time for each task for a particular catalog item.

How to achieve this?

[Anurag Tripathi]

HI,

Do you have any fields or variables that capture that?

If not, then you need to work with states, you need a report on when the state moved to work in progress and complete and for this you will need to create New Metric definition to capture this data points and then report on Metric Instance Table.

Metrics (servicenow.com)