Duration field is not working when the case (Custom Table) is closed /resolved by system/integration

[learnSN]

Hey Experts!!

Thanks for viewing this !!

Note that the duration is properly calculated and put in for individuals whenever the case(Custom table ) is closed/ resolved by individuals …however if the case is closed/resolved by system/ integration then the duration field is not calculated.

it would helpful if you have look at this issue. thanks

[learnSN]

@Ankur Bawiskar Kindly look into this issue.

[Ankur Bawiskar]

Hi,

check the BR which is populating the duration has some conditions which avoids running BR when closed/resolved by system/integration

Regards
Ankur

[learnSN]

@Ankur Bawiskar   we just defined the condition like bellow and followed the same script which incident (oob ) follows but duration is not working only for those tickets closed /resolved by system/integration 

[Ankur Bawiskar]

Hi,

then how is the integration updating the state? import set api or scripted rest api?

If it's via import set and Run business rule is disabled then your BR won't run

Regards
Ankur