Calculating the time and incident has been open for

[Dubz]

Hi All,

One of our managers wants to be able to produce a list of incidents and have a field there for each one saying how long it has been open for. What's the best way to go about this?

I thought the easiest way to do this would be to add a new field to the incident form and add in the calculated value something like:

var opened = current.opened_at.getDisplayValue();
var now = gs.nowDateTime();
var time = gs.dateDiff(opened, now, true);

My first question is, what performance effect (if any) will this have if it is calculating this value for every incident? If it's going to have a knock on performance issue would i be better off making this a metric instead?

If it isn't going to effect performance, how do i present the resulting seconds in a days/hours/minutes/seconds time field?

[Ashutosh Munot1]

Hi David,

Metric Gives you the time incident was opened for.

You can refer to that.

Thank you,
Ashutosh

[Dubz]

Hi Ashutosh,

Which metric gives that info? I can see create to resolve time but i need to show duration between opened_at and the time now.

[Ashutosh Munot1]

Hi David,

Can you Check In Metric definition.

Name: Open

Table Incident.

Once you open this then in related list you can see incident. This gives you the example.

Similarly We can configure your requirement.

Thank you,
Ashutosh

[Dubz]

Hi Ashutosh,

The Open metric has the below description:

'Special case that closes out (ends) other metrics when an the active flag in the incident turns false'

It doesn't look like it's actually measuring the time between the opened_at and now...?

Am i better off configuring a metric for reporting or configuring a calculated field?