Business Duration Marks as "0", + clarification

adamrauh
Kilo Expert

‎06-19-2015 06:03 AM

Hey guys,

I'm trying to create an average time to resolution report by tech, which from what I understand should be pretty simple.   However, we'd like it to include schedules, so I was going to use Business Duration vs. Duration.   However, when I run my Business Duration reports, I get:

business duration.png

So 2 questions, plus a clarification:

1) Any reason why I am seeing this (a field in the mark_resolved not set?)

2) How to change this from seconds to days/hours/minutes.

Also clarification:

  • With the business duration and duration, is that calculating form time to resolve, or time to close?, and
  • Just for my sanity b/c I usually go away from SN and then come back after a month or so and therefore have to remember a bunch:
    • Business duration ='s takes into account business schedules
    • Duration ='s total elapsed time
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Victor Ruiz
Tera Guru

‎06-19-2015 09:28 AM

Are your incident being stamped with a "business duration" time stamp?


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Christian Prob2
Tera Guru

‎09-01-2016 05:22 PM

Hi Adam,


Ideally you neither want to use Duration nor "business duration" those are legacy fields nobody apparently can explain the history around them.


If you want to report the accurate duration you best define SLAs and report on the "Business elapsed time". That would allow you to define and observe the appropriate schedules for work hours, weekends, holidays etc. Through the SLA conditions you can also accurately define the start and stop time - as opposed to guess or digging deep into the code on how that's done for duration and business duration..


Hope that helps, even though it's probably not the answer you were looking for.


Christian


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