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 
While I tried to resolved/closed the case through the REST API then the duration field is showing  the value but the issue happened only at one specified  ABC Integration.
If we make web services check box enable, Will it works..?

FYI.. The duration field still configured read only on the instance for the case

[Ankur Bawiskar]

Hi,

if the field is readonly at dictionary then it won't be set.

Regards
Ankur

[learnSN]

Thanks for the update

What is the next action that we need to take.

your suggestions highly useful,

thanks

[Ankur Bawiskar]

Hi,

what was the root cause of the issue?

What debugging have you done so far?

regards
Ankur