business duration calculation

[Balakrishna_ABK]

Is there any field on incident which shows the time duration of ticket creation to resolved (new to resolved) excluding on hold states ?

[Ehab Pilloor]

In ServiceNow, the "Duration" field on the Incident table provides the time duration from ticket creation to resolution, excluding on-hold states. The "Duration" field is a system-generated field that calculates the time between the incident's opened and resolved states, excluding any time the incident spends in on-hold states.

This field gives a straightforward representation of the time it takes for an incident to be resolved, considering only the active states in the resolution process and excluding any periods the incident is on hold.

However, it's crucial to note that the availability and accuracy of this field might depend on the specific configuration and customization of your ServiceNow instance. If there are specific business rules or workflows affecting the incident lifecycle, the behavior of the "Duration" field could be influenced accordingly. Always refer to your instance's specific configuration and consult with your ServiceNow administrator to ensure accurate interpretation and utilization of the "Duration" field.

[Robbie]

Hi @Balakrishna_ABK,

We certainly have a starting point with the baseline configuration field: 'Business Duration'.

However, the big difference between using this field and your question/requirement is the exclusion of the on-hold state.

FYI 'Business Duration' is auto-calculated for you once the ticket is updated to the state of Resolved.

You can easily pull this into your list view or form view. The underlying field name is: business_duration.

However, this does not take into account the duration when the ticket is on hold.

The best practice here would be to implement an 'SLA Definition' with a pause condition when the State=On Hold.

Start Condition as "State=New OR Active=True" , 

Pause Condition as "State=On Hold" 

Stop Condition as "State=Resolved".

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie

[Dr Atul G- LNG]

Hi @Balakrishna_ABK 

You can use:

or you can use the SLA for this. 

[Robbie]

Hi @Akhil-7842,

Did you see my earlier response?

We certainly have a starting point with the baseline configuration field: 'Business Duration'.

However, the big difference between using this field and your question/requirement is the exclusion of the on-hold state.

FYI 'Business Duration' is auto-calculated for you once the ticket is updated to the state of Resolved.

You can easily pull this into your list view or form view. The underlying field name is: business_duration.

However, this does not take into account the duration when the ticket is on hold.

The best practice here would be to implement an 'SLA Definition' with a pause condition when the State=On Hold.

Start Condition as "State=New OR Active=True" , 

Pause Condition as "State=On Hold" 

Stop Condition as "State=Resolved".

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie