How to get On hold reason where incident was on hold and current status is closed

[sushmitha2]

Hi,

I received a requirement to create a report to show incidents where incident had/have state on hold with on hold reason.

I created a report on incident_metric table but issue is on hold reason is showing empty for closed incidents. Is there any way to get on hold reason for closed incidents that were in on hold and later closed.

Thanks,

Sushmitha

[AndersBGS]

Hi @sushmitha2 ,

You need to create a metric definition which is based on the "on hold reason" instead of the state. By doing this, you will capture the on hold reason and not "just" that the state was on hold:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[sushmitha2]

Hi,

As i am new to this, could you please help me in creation of Metric definition for on hold reason.

[AndersBGS · Accepted solution]

Hi @sushmitha2 

Go to:

Create the metric definition as shown below:

Next, go to

And press:

Create your report based on the incident_metric table:

With below condition:

Which will give you as example report below:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders