How to measure the different states exclude the Business off hours for an incident

[Suresh KSB]

I want to report on how long an incident spends wihtin a certain status. For example and Incident is created -> work in progress -> on hold -> work in progress -> closed complete.

How do I report the time it spends in the state "ready", "work in progress" and "on hold" exclude the Business off hours (Non Business hours)? 

[Robbie]

Hi @Suresh KSB,

This is easily achievable and available 'Out of The Box'. Essentially you need to leverage 'Metrics'.

A metric has been made available for you called 'Incident State Duration'. You can access Metrics by typing 'Metrics' into the navigation menu and clicking on the 'Definitions' link... make sure you filter on Metrics for the Incident table once you've opened that link.

You can also create your own metrics if you want.

To report on this metric, you need to report on the Metric table ('metric_instance') or simply navigate to this URL:

https://[your_instance].service-now.com/metric_instance_list.do

Here you can change the filter as you see fit. See the below s=creen shot as a helpful example.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie

[Suresh KSB]

Hi Robbie,

Thanks for reply, i saw that Metric definition "Incident State Duration". 

is it calculate the Time with out Non Business hours ?

Thanks,

Suresh K.

[Robbie]

Hi @Suresh KSB - correct. Incident State Duration is based on a 24 hour clock independent (Not including) business hours. 

If an incident is created on a Fridays at 4pm for example, and moves to the In Progress state on the following Monday (again at 4pm), the 'Duration' will be calculated to 3 days.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie

[Suresh KSB]

Ok Robbie, How to customize metric definition for  only calculate the Business house ?