You will need to create 2 new fields on the form and make them read-only:
- On hold since [u_on_hold_at] (Type: Date time) - For tracking when the State was change to On Hold
- On hold duration [u_on_hold_duration] (Type: Duration) - For tracking the total On Hold time
You will then need 2 Business Rules:
- When: before update
Condition: current.state.changesTo(3)
Script: current.u_on_hold_at = gs.nowDateTime();
- When: before update
Condition: current.state.changesFrom(3)Script:
if (current.u_on_hold_duration.nil()) {
// Calculate the duration from u_on_hold_at
current.u_on_hold_duration = gs.dateDiff(current.u_on_hold_at.getDisplayValue(), gs.nowDateTime(), false);
} else {
// Calculate the duration in seconds from u_on_hold_at, then add it to the existing total
var seconds = gs.dateDiff(current.u_on_hold_at.getDisplayValue(), gs.nowDateTime(), true);
var gdt = new GlideDateTime(current.u_on_hold_duration);
gdt.addSeconds(seconds);
current.u_on_hold_duration = gdt.getTime();
}
current.u_on_hold_at = '';
