Calculation Field

[MStritt]

I'm looking to create a new field on our Case table (say 'Effective Closure Time' / u_effective_closure_time) that will show what the closure time is of the Case minus the time the Case was in a SM Substate (u_substate) of ;Waiting on Customer Information'. 

So, total time it took from opening to close, minus the total time the Case was in 'Waiting on Customer Information' (u_substate). 

We have a duration field called 'Closure Time' (u_closure_time) that calculates the total time the Case was opened using the Opened and Closed times/dates. So, maybe Closure Time minus the total time the Case was in SM Substate of 'Waiting on Customer Information'.

[James Chun]

Hi @MStritt,

You can create a report directly on the [task_sla] table or create a database view that joins the Case and [task_sla] tables together. (You can refer to OOB database view [incident_sla] which joins the Incident and [task_sla] tables).

Cheers

[MStritt]

I guess it would be 'Actual elapsed time'?

[James Chun]

That depends on your business requirements.

If you are using a schedule to run the SLA during business hours (or some other specified schedule) only, you should use the Business Elapsed Time. 

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-man...