Duration field on RITM

[jeevitha3]

Hi All,

I need duration of RITM by OOB, When i resolve incident , I am getting duration field auto populated but for RITM when I close complete, duration field is not auto populated. Is there any way to achieve this by OOB without any customizations. Please find screenshots below,

Incident:

RITM:

Thanks in Advance

[madanm7786]

Hi Jeevitha,

In incident this field is populated from OOB BR mark_resolved.

Create a new BR in requested item table and copy the piece of code from OOB BR.

Thanks,

Maddy

[larstange]

Hi

The duration field (calendar_duration) is set by a business rule called "mark_resolved".   There are one defined for both incident and problem.

You need to make a copy if one if these an implemented it for the sc_req_item table.

Alternatively you can create a metric to calculate the duration and get the result from the metric table instead

// variables available
// current: GlideRecord -   target incident
// definition: GlideRecord -   (this row)
var s = current.state;
if (s == 3 || s == 4 || s == 7)
   createMetric();


function createMetric() {
   var mi = new MetricInstance(definition, current);
   if (mi.metricExists()) 
       return; 


   var gr = mi.getNewRecord();
   gr.start = current.sys_created_on;
   gr.end = current.sys_updated_on;
   gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());
   gr.calculation_complete = true;
   gr.insert();
}