Assignee to Closed time

[swapnil15]

I have a task to calculate the time from a user assigned to the interaction till the time the state of interaction is closed complete. Can anyone help me with the script, please?

[Danish Bhairag2]

Hi @swapnil15 ,

There is a duration field present in the Interaction table which will tell u the exact time from the interaction getting assigned to closed complete.

By default it won't be available on the form u can bring it on the form by configuring form layout or better create a report where u can bring in the required columns for reporting.

Thanks,

Danish

[Siddhesh Gawade]

Hello @swapnil15 ,

You can use the OOTB duration field on interaction record. this field is used to tracks the amount of time an agent spends working on an interaction. 

Also check the OOTB business rule which calculates the duration.

https://instance_name.service-now.com/sys_script?sys_id=666ca10e37330300a213a7f07e41f116

If this doesn't satiesfy you need, I will suggest go with the metric definitions. In this way you can calculate the duration based on metric creation. See the demostration video on how to create metric definition.

ServiceNow introduction to Metric instance | ServiceNow Metric definition demo | ServiceNow Tricks 

Kindly mark the answer ✔️ Correct or Helpful ✔️ If it addresses your concern.

Regards,

Siddhesh