---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case action status logging

# Case action status logging {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Logging for the case action status feature uses a metric definition to view information
about blocking tasks associated with customer service cases.
Defined metrics can track how long a specific field holds a certain value. The
Case Actor Duration metric definition logs the events related to
case blocking tasks.

When a case blocking task is created or resolved, the system logs the information. This
information can be used to report on the duration of the case with the customer, the agent,
or other internal stakeholders.

As a case gets blocked and unblocked by a customer or an internal user, the metric
definition tracks the duration of the case with each of these actors.  
The metrics include:

* Case number
* Metric definition
* Value
  * Needs attention
  * Blocked by customer
  * Blocked internally and by customer
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* Start and end times
* Duration
{#case-action-status-logging__ul_lk5_15h_gfb}  
To access the Case Actor Duration metric definition, navigate to AllMetricsDefinitions and select the definition from the list. For more information about metric definitions, see the following topics:

* [Metrics](https://www.servicenow.com/docs/access?context=c_MetricDefinitionSupport&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
* [Define a metric](https://www.servicenow.com/docs/access?context=create-metric&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
{#case-action-status-logging__ul_jhq_g1w_sgc}