calculate Duration and Business Duration in scoped application

Sneha_18 · ‎01-03-2025

Why the business duration is resulting in 0 seconds where it should be 1 hour 19 minutes as I have used OOB

8-5 weekdays excluding holidays schedule where the start time as 8.
Thanks

Ankur Bawiskar · ‎01-03-2025

@Sneha_18

check this link and it talks about using PlannedTaskAPI to calculate the duration

Calculate the business duration using a schedule

I ran the same script and in preferences set the timezone as GMT and it gave me the correct output

try {
    var schedule = new GlideSchedule("08fcd0830a0a0b2600079f56b1adb9ae", );

    var open = new GlideDateTime('2025-01-03 07:00:00');
    var closed = new GlideDateTime('2025-01-03 09:19:00');

    // Use closed_at for "mark_closed" business rule and resolved_at for "mark_resolved" business rule 
    
var plannedTaskAPI = new SNC.PlannedTaskAPI();
var resp = plannedTaskAPI.calculateDuration(open.getDisplayValue(), closed.getDisplayValue(), '08fcd0830a0a0b2600079f56b1adb9ae');

var response = new JSON().decode(resp);
var duration = response.duration;
gs.info(duration);

} catch (ex) {
    gs.info(ex);
}

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Ankur Bawiskar · ‎01-03-2025

@Sneha_18

is this a OOB BR script or a custom one?

Did you check OOB duration BR mark_closed on incident table?'

This KB will help you for business duration

How the Duration and Business Duration calculation works

something like this

var schedule = new GlideSchedule("38f8b6d2c0a801640075da0e39d47696"); 
 
// Use closed_at for "mark_closed" business rule and resolved_at for "mark_resolved" business rule 
var duration = schedule.duration(current.opened_at.getGlideObject(), current.closed_at.getGlideObject()); 
 
// Stores value as a GlideDuration 
current.business_duration = duration;

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Sneha_18 · ‎01-03-2025

Hi @Ankur Bawiskar ,

I have created a business rule to calculate the business duration for the cases created for different timezone users for working hours as 8 am to 5 pm in their respective timezone using OOB schedule "8-5 weekdays excluding holidays" but it is populating as "0 seconds" even if the time falls under the schedule time.

Ankur Bawiskar · ‎01-03-2025

@Sneha_18

cases created for different timezone -> what do you mean by this?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Sneha_18 · ‎01-03-2025

@Ankur Bawiskar I mean the cases opened by, thanks!