I also had this same question a few months ago and had been informed that there is no table that contains this information. I work with CA Service Desk 12.6, although I suspect that this could be consistent for all versions of CA Service Desk.
To determine "hold time", your customer would need to consider the following:
- Start and end time that a ticket spent with a hold status, such as "Hold", "Contact Attempted", etc.
- Any groups that are excluded from being counted towards SLAs.
- Times that are outside of the SLA window, such as weekends and/or holidays.
- Any other conditions that would influence SLA time.
The first three items can be found in the activity log.