Servicenow metric duration. A record holds one instance of a metric.

Servicenow metric duration Sep 23, 2016 · Has anyone ever performed a metric duration calculation via a business rule? I have the below metric business rule that monitors reopened incident records. I get there are SLAs and Metricsbut i cant figure out how to actually get information out of them OOTB's Incident State Duration displays the Duration for all statuses. Hoping to build a similar metric that would allow me to calculate duration from first assigned to until Resolved/Closed. The code 'gr. This script checks to find if an assignment metric exists (it should) and returns the time the metric was created. the schedule i tried is the 8-5 weekdays, as an example below based on the start and end date, is this correct? it only take 8 to 5 everyday sum up and divide by 24 => 6 day ++ ? if i want to make it as from Monday t May 6, 2025 · General Solution Proposal: To accurately calculate business duration in days within ServiceNow, especially when excluding non-business hours and specific states like 'On Hold', it's recommended to utilize the SLA engine with defined schedules and pause conditions. View an incident record with existing log history, no data is displayed in the duration fields. These use the 'MetricInstance' Script Include to set the required values and I can't figure out how to add the 'business duration' field. " Help show how long tickets sit unmanaged. May 30, 2024 · For some of our groups, we have a round-robin incident assignment where whenever an incident is created or updated in some assignment groups, it will automatically fill in the assigned to field. Dec 19, 2023 · Hi All, I have created a metrics definition for assigned_to/ incident table. I'm a little confused. Jan 16, 2025 · So, for Group A I need the total duration that was spent on an Incident. Dec 24, 2024 · @SakshyaR it's calculated by number of business rules check these KBs How do we calculate the incident duration field? How the Duration and Business Duration calculation works If my response helped please mark it correct and close the thread so that it benefits future readers. Jan 31, 2017 · ‎ 01-31-2017 03:21 PM Did you try using the Incident table instead of incident_metric? There is a Duration field on that table, which is what I think you're looking for to report on. Aug 26, 2015 · It should work when you close or cancel an incident because OOB there is a metric "Open" on incident active field that stops metric when incident closes. You just need to create an indicator source, and script to sum the data Jul 18, 2025 · For the State field, can I also use the Field Value Duration type and include a script in the metric definition to handle the specific transitions? (or do i need to change the type to script calculation) Dec 12, 2022 · Hi Guys, How to calculate the OOTB Business Duration field in Incident Metrics, I have checked in Incident Metrics only the Duration field is calculated, not Business Duration. I am new to PA can May 1, 2023 · Hello, I am trying to create a metric to measure the time from when an incident is assigned to a person (incident state changes to "Assigned") and the time the incident is Resolved (incident state changes to Resolved). ImpactAccelerate ROI and amplify your expertise. But client requirement is to achieve this PA (Performance analytics). So,it is in work in progress state 2 times. So, your closed and cancelled states are handled by that. Metric definition name" Create to Resolve Duration". This reference lists available classes and methods along with parameters, descriptions, and examples to make extending the ServiceNow platform easier. We have many solutions , but let’s focus on two solutions : Use of metric definitions & Use of SLA and Dashboard . Calculate the duration of an incident based on the Assignment Group. I tried creating this report on metric_instance table, but it creates different record every time the group changes, hence getting the total duration for particular group is challenging. start and mi. Thanks in advance. Feb 19, 2025 · Hi All, Requirement is to create a metric definition to calculate the total time taken from open to resolve state excluding on hold duration. My issue is that a ticket can repeat states, thus creating multiple metrics for the same ticket and state combination. My strategy was to try either automatically populating the End Date and/or Duration with the live "now" date/time as long as Calculation Complete is false (so Feb 13, 2019 · Out of the box there is a Metric named- Incident State Duration You should be able to report on incident_metric table with conditions Definition - is - Incident State Duration then group by ID so all state changes per task are grouped together. e. But i also want the onhold reason. So you could build a report on the incident_metric table where the definition is assigned to duration and and the metric instance value is you. The Feb 1, 2024 · In ServiceNow, the "Duration" field on the Incident table provides the time duration from ticket creation to resolution, excluding on-hold states. For example, using a 12-hour schedule, if the time to resolve is 38 hours (which May 3, 2023 · Yea actually i tried to create the report on incident_metric database view. It does not calculate the duration for the person who closes the task as the assigned to did not change. Jan 7, 2023 · Hi, I want to calculate total time for which incident is on "In Progress" state how can I do it. If you need to filter which RITMs will be in that report, you will then need to create a Database View combining the metric_instance and the sc_req_item table, only for the metric definition = "Create to Close Duration". In metrics,it Hi You can simply create a Metric Definition with type Field value duration on the State field. It shows me the duration based on changes a user had made on the assigned_to field. I created a string String field for this table and need to determine how long the record stays in each 'state'. Dec 27, 2024 · Hi Everyone, I want to create a report that calculates how long has a story(rm_story) state been in work in progress, and i wish to calculate it against current date , i. We would like to show you a description here but the site won’t allow us. This field gives a straightforward representation of the time it Calculation of duration based on assignment group for CSM cases Aug 30, 2022 · The metric definition is saying "log the amount of time <this field> had its current value". An example of this is the incident_metric database view, for Jul 25, 2024 · Best way to learn is to check few OOB setup under metric_definition table. If you create a new metric definition for SLA, it will be calculated and reflected for new tickets which holds the SLA (s). Is there any other approach to achieve this? May 1, 2020 · ServiceNow provides JavaScript APIs for use within scripts running on the ServiceNow platform to deliver common functionality. That is all fine. A record holds one instance of a metric. I tried it with metric but it is creating seperate record if state changes from to another. Regards, Amit Gujarathi Jul 23, 2020 · Hi Experts!! I made a Metric definition, Type: Script calculation, in Defect [u_defect] table. The instance should measure the total time duration the ticket was assigned to a particular Assignment Group, irres How to create a metric definition to count the duration from Awaiting acceptance to Closed complete of an HR case A metric instance is a record in the metric_instance table. PartnerGrow your business with promotions, news, and marketing tools To define this metric, you create a metric definition of the type "Field value duration" and select the "Assigned to" field from the Incident table. How can I get the metric to also calculate the duration of the person who closes the ticket as well? We would like to show you a description here but the site won’t allow us. Apr 17, 2024 · Hi, We have requirement to capture the state field value duration in Risk events table and do the reporting on the same . Every time the value changes, the "old" metric instance gets its end date and calculation set to complete. Visit Us: https There are OOB metric definitions for assignment group and assigned to (tracking the duration of each on a ticket). Below is the definition: Is there anything I can do to ensure the either the ID is captured or have the definition not capture the record if it cannot bring in the ID? Thanks! Sep 29, 2024 · adding a new metrics instance definition type. Reporting 201 and Reporting 301 may touch on it as well (they do for K20 at least). Metric instance records get created and updated in one of two ways: 1) If the metric is a duration, the system automatically populates the metric instance table with duration values. I have created two automated indicators one is summed of all average duration and another one is count of incident. The code works fine but I would like to know how I can take the duration value that the metric does Scripting a metric definition There are several predefined variables available to a metric definition: current refers to the GlideRecord value under examination and definition is a - Selection from ServiceNow: Building Powerful Workflows [Book] Feb 12, 2024 · I understand from a servicenow video, that this Metric Definition: Unassigned Duration per Assignment Group is OOTB. Can you please help me to achieve this. Jul 10, 2024 · For the measurement of durations , lead time (from the initiation of a work to it completion) or cycle time . How could I update the script to calculate a numeric value representing hours from the metric script's duration value and populate it in the "value field"? To define this metric, you create a metric definition of the type "Field value duration" and select the "Assigned to" field from the Incident table. Sep 14, 2023 · I want to create a report where the assigned to's duration is shown, like for how long the incident was with him when he reassigned to someone else? I know we can use assigned to duration metric but how to use that on reports? Feb 24, 2021 · Solved: Hi, We have a requirement to create a metric definition script to calculate MTTR of Incidents resolved excluding weekends. Then, you can run a report to get records where "definition" equals to "SC task state duration". Jun 9, 2025 · Use Metrics for approval duration tracking because they: Require no custom field development Provide comprehensive state duration data Offer built-in reporting capabilities Scale well with high record volumes Give you flexibility for future analytics needs Implementation Checklist Create metric definition for your approval state field The Metric plugin provides an easy, declarative way of defining metrics. e. It is recommended that new Learn how to calculate duration using calculated fields and dictionary overrides in ServiceNow! This step-by-step tutorial covers setting up calculated fields, leveraging dictionary overrides for Nov 25, 2024 · ‎ 11-25-2024 08:46 AM HI, Can any one help here to calculate the custom table state duration . They spend a good amount of time looking at this (the data is in metric_instance). It will capture the duration time whenever the State Oct 26, 2015 · I set up a Metric Definition (field value duration) that runs each time the request status changes and it works like a charm, but I noticed that the last metric instance doesn't have a duration because it hasn't changed or ended yet. business_duration = gs. Mar 8, 2021 · Since you likely won't be resolving a catalog task, change the metric definition to instead calculate on the time spent as "active" Name: Open_SCTASK Table: sc_task Field: Active Type: Field Value Duration Description: Special case that closes out (ends) other metrics when an the active flag in the Dec 30, 2024 · ‎ 12-30-2024 01:26 PM I have existing metrics for ticket state duration and need to report average durations by state. Oct 26, 2015 · Hi Chris, I wouldn't suggest changing the values of the metrics instances unless you are using scripted metrics - and even then with caution. Please note: These APIs are provided to support legacy applications in the global scope. I want to Calculate Business Duration as well and only in the scheduled SLA, Duration field is calculating 24/7 not in th With the right KPIs and metrics in place, you can make implementation and management decisions that are focused on the business outcomes you want to achieve with ServiceNow. But I can't see it in our instances. The Apr 24, 2019 · I have a metrics definition which calculates the field value duration on demand states. It then creates a metric with the duration calculated on the difference of the assignment group metric start time and the current time. As an example, someone changed location from London to new York for Asset-XYZ. Can someone please let me know the values set for all fields/scripts etc for this metric definition, so I can create it myself? Oct 18, 2021 · Requirement is to calculate business duration when HR case is moved from work-in progress to closed complete, I am getting correct duration but not business duration. For doing on resolved state, you will have to create a metric on state field to end duration. Please note: The APIs below are intended for scoped applications and may behave differently in the global scope. ServiceNow provides JavaScript APIs for use within scripts running on the ServiceNow platform to deliver common functionality. Feb 21, 2019 · How to calculate metrics time from start to till closure on HR Case. I'd like to calculated the duration between the mi. I am calling this table on the report so that the end users get the insights of when the assignee started working on the ticket. In metrics,it is creating two records . For instance, a metric can track how long an incident is assigned to an individual, or how long an incident is in the state Active. Been all over the place on this and can't figure out how to make this happen. Apr 5, 2018 · Hi Team, The OOTB Metric Instances for 'Field Value Duration' only calculate the duration and not the 'business duration'. Trying to create a report that shows the time between when an incident was created and when the "Assigned To" field is populated. Jan 6, 2015 · Hi everyone. I cannot use the duration value as hoped in a report. Nov 11, 2023 · Let’s first try to understand what is Metric in ServiceNow Defined metrics can track how long an audited field holds a certain value. 1 – Metric definition Scripted metric definitions can be employed to effe History: The Business Duration field was used as part of the old pre-2010 SLA engine The Duration field is also leftover from earlier versions of the product and there are better ways of getting the information There is an out of box metric definition that tracks the duration when the field 'incident state' changes: DeveloperBuild, test, and deploy applications DocumentationFind detailed information about ServiceNow products, apps, features, and releases. I'm trying to create a new Field Value Duration metric for the cmdb_ci_outage table. For example, the "Assigned to Duration" metric measures the amount of time an incident is assigned to an individual. Navigate to the incident form, and personalize the Form Layout, add new business_duration/duration field. Dec 16, 2018 · The ServiceNow duration field allows you to store, guess what, a duration ! While the official documentation is well built, there are still some dark undocumented corners on the platform, where Mar 14, 2016 · I'm able to come up with a metric definition that looks at the priority field and it works fine (I'm using the type Field Value Duration). Oct 24, 2024 · How to create metric in ServiceNow when state changes from On hold to In progress state for a particular assignment group ? Oct 27, 2022 · I want to create a report or indicator showing average duration ticket is sitting in certain states. In such cases, if we want to calculate the duration Mar 11, 2022 · Hello all, I am getting business duration using metrics definition and schedule. And created one formula indicator to achieve this scenar Jul 25, 2018 · All the research that I've done points to Incident Metrics, but the OOB Assigned To Duration and Assignment group duration do not appear to capture the time since the last change in the field. end and populate the generated metric instance record's duration. And because your governance teams can use KPIs and metrics to guide their decision-making and actions, they save time—and they can avoid a lot of unnecessary work. Any help or suggestions would be much appreciated. Jul 1, 2024 · Measuring success with ServiceNow involves more than just tracking a few key metrics; it requires a strategic approach to reporting and continuous improvement, along with a focus on quantifying value. Feb 17, 2014 · Incident Metrics - Require a Metric Instance to calculate the duration of a ticket assigned to a particular group irrespective of how many times the ticket was reassigned to the group. Thank you. A metric instance is created for each incident assignment showing its duration. You can report on a metric by using a database view that links the metric to the table on which it is A key aspect is understanding how automation impacts various metrics, such as ServiceNow's "business duration," to ensure that automated processes genuinely improve efficiency. I can see an OOB metric definition for the same in instance which calculated the duration. The problem that I'm having is the client wants to skip the initial priority and just list if the initial priority changes. How to show total duration in duration field through metric scripting Mar 25, 2024 · Hello, I need to create a metric definition based on two date fields. I'm real Putting incident in "Awaiting User Info" state would definitely affect the duration for the incident because the pause period would be counted into the duration in this case. g if incident is To define this metric, you create a metric definition of the type "Field value duration" and select the "Assigned to" field from the Incident table. like : Incident State Duration Product document : Define a metric Jul 25, 2024 · Hi all, I have a requirement to get the average duration of closed incident for last 12 months using incident metric table. Type: field value duration I've also duplicated the "metrics events" metrics business rule for the awa_agent_presence_history table (per Define a metric (servicenow. Without this nuanced understanding, the potential benefits of automation might not be fully realized. When the AD Review field is changed to "Needed" and saved, a business rule puts the Date/Time in the AD Review Start field: When the review is completed, the Reviewer changes the AD Review field to Complete. So you just write a scripted metric definition similar to the OOB Incident Duration one except this time you isolate ANY state metric_instances for On Hold, sum them up, and subtract them from the Duration. I need the value in dur Jul 28, 2023 · To update the historical records and populate the custom field 'state duration' on projects with the 'Duration' field from the metric, we can use a Fix Script in ServiceNow. Metric is tracking of a change happened on any field on any table like when/by whom/how long/old&new values. The "Duration" field is a system-generated field that calculates the time between the incident's opened and resolved states, excluding any time the incident spends in on-hold states. 'state' meaning for I need to know how long the text in this field Mar 27, 2022 · Out of the box there is a metric called "Incident State Duration". However, if I want to display only the Duration for the status "In Progress", I do not know how to write the script. com) ) Jul 18, 2025 · What Are Metric Instances in ServiceNow? A Metric Instance is a record in the metric_instance table that stores point-in-time or duration-based data about a task (like an Incident or Request). dat Apr 14, 2020 · Take a look at the Knowledge On-Demand library for the session from K19 "Performance Analytics 203". When using a schedule, the difference between two dates is calculated correctly but the value is saved without any schedule. i want to group by suppose X number of stories that have been in Work in progress since 3 days till today, and suppose Y numbe Mar 3, 2025 · Solved: Hello All, I'm trying to create a metric definition on task table, on assigned to field. Reporting on the duration of incident assignments becomes easy. Oct 12, 2021 · Hi all, How to calculate total duration ,If we change state from Work in progress to closed. If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up. A business rul Jan 31, 2024 · can we change the above OOB metric definition to calculate the duration excluding time of state 'on hold reason' for awaiting vendor ? If so, please help with updated script. . Please like, follow subscribe if you like the video to get regular updates on the upcoming videos. If I were to do it over again, I might add a field to the Metric Definition table which governs whether or not we want the metric instances caught in this script (its essential for some metrics, but not for others). Sep 30, 2024 · adding a new metrics instance definition type. The condition should be state changes then metric instance should created & then state changes to another state metric instance should be closed ,calculate the state duration ,the new state metric instance should be create same the flow. Sep 30, 2024 · adding a new metrics instance definition type. This approach ensures that only the active business time is considered, providing a precise measurement of the duration. I'm not sure this would work, but you could extend the metrics table with a calculated field which calculates the duration from start until now if the instance is open, otherwise display the duration already calculated. best regards Mar 11, 2015 · It checks all Metric Instances where calculation_complete = false and updates their duration field. May 21, 2025 · I have written business rule to populate the Metric once again when the incident is reopened and resolved but unable to populate the duration value. I am an inexperienced coder, so I asked the question. Aug 4, 2025 · I have a requirement to get a duration field in incident table, where it calculates the duration from incident created to resolved. We don't have similar metric on request table, so you'd have to create one to start capturing the data. Scenario is State changed from work in progress to suspended, after that it moved to Work in progress again and moved from work in progress to closed. 2) If the metric is calculated from a script, the script itself must populate the metric_instance table. I know this can be achieved through OOTB metric definition and creating Database view. Use case is a "new" created ticket time spent from the point its new and unassigned to "Assign to. Each week I get a few records in which the ID is not captured. But my matric should only calculate where assignment May 6, 2021 · I came across the Metrics table and found the below Metric for INC which calculate the duration from Open to Resolved/Closed. I suspect you're viewing data from We would like to show you a description here but the site won’t allow us. I need to report the cumulative average in Performance Analytics. May 19, 2017 · I setup a metric to get the assigned to duration on the sc_task table. Once defined, the data for the metric is gathered, and instances of the metric are calculated and stored. Most of the cases, the incident will be traversed to multiple teams for resolution. Metric definition in #ServiceNow | With real time Use case Please Like, Share & Subscribe my channel if you find my video useful and do let me know your doubts or queries in comment section below. Mar 16, 2018 · Solved: Hi Experts, I want to create change metric for reporting purpose. Hi all, How to calculate total duration ,If we change state from Work in progress to closed. User has a requirement that he want to see the transitioned value (both) in the metric definition parameter. Create a second metric with the below script. Mar 13, 2024 · Why a script - you can just run a report based on the incident metric as shown below: Value = when the metrics captures = assignment to Service Desk / Service support in below example Assignment group = current assignment group. Oct 1, 2024 · I have a basic metric that calculates the time it takes from when a group is assigned to the first time assigned to it is populated. I have the following code, but it seems to me measuring from open to resolve, n Sep 9, 2024 · As stated, metrics are available Out Of the Box (OOB) for you and captures every state duration? What is the user and reporting requirement here that I'm missing? Metrics definitions in servicenow. Later, the Mar 11, 2025 · In short, an existing metric definition (Incident State Duration) is capturing this information. I was able to get to this fairly easily in reporting to start. We need to calculate the Average Time to Close for our HRCs, and this should be based on the duration the case is in the state from creation of case to till closure of case Nov 5, 2020 · 2. It gave me the duration for each state of the incident. LearningBuild skills with instructor-led and online training. Copy that metric definition and change it to be applied to the sc_task table, naming it something like "SC task state duration". How to calculate the duration from authorize state to implement state by Mar 3, 2023 · There should already be metric definitions for Incident duration (raw open to closed) There should already be a metric definition for Incident State. This script monitors the status change of the defect from when it is opened until it goes to Inspection. Hi All, I have a requirement, where I have to create metric definition when incident is assigned to some specific groups where parent is ABC, I am able to add the condition and metric instances are getting created but when the assignment group is assigned to some other group or if assignment group i Apr 25, 2024 · ‎ 04-26-2024 12:06 AM @Kanika4 In OOB, we have Metric Definitions for Incident table to calculate the duration based on Incident state. The incident metric called "Assigned to Duration" however, not all the time, but some o Apr 14, 2022 · You can then create a report on the metric_instance table. ehbt idf ffxiq pjpuof crakf vasow wijuvceia beldp nctpih nblff ueog sxsxibm owyigrgk xskc tdio