On hold duration calculation

[brahmandlapally]

I want to report on "on hold duration" once after assigned to specific goup. help me out.

[AshishKM]

you can write custom code under metric definiation for "on hold calculation" for specific group.

[AndersBGS]

Hi @brahmandlapally ,

This can easily be solved by metrics. Which table(s) would you like to do it for? incident etc.?

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

Best regards

Anders 

[BillMartin]

Hi @brahmandlapally ,

ServiceNow has an out-of-the-box report that you can start with. However, you will need to still tweak it to match your needs 😊

You can find this under the reports module and just filter by duration.

While this form below in relation to the table used from the report, you can navigate to sla_breakdown_by_assignment.list

 

 

Please like and mark as solution accepted.

Thanks,

Bill