How duration field is being calculated in the incident form?

[Ksnow]

Hello all, @shloke04 @Ankur Bawiskar @Dan H 

Can anyone explain me how duration field calculated in the incident form ? provide an example to understand better.

I have referred a few docs and it wasn't clear for me. If possible please explain Business duration, Business resolve time and resolve time as well.

Also is there any field from above which will exclude on hold time of the incident?

Appreciate your help!

Thank you very much in advance.

[Ankur Bawiskar]

Hi,

you can check OOB BR on incident table

BR Name: mark_closed

I don't think any OOB field exists for On hold time

Regards
Ankur

[Ankur Bawiskar]

Hi,

more details here

difference between calDateDiff and dateDiff

Regards
Ankur

[Ksnow]

Thanks @Ankur Bawiskar 

Could you please give an example like from when to when the duration is calculated? will it exclude solution proposed state duration until the caller rejects or accepts the solution?

As per my understanding "Duration" will calculate the duration between opened and closed.

For example: Incident opened on Wednesday 10AM and closed on Friday 5PM, then duration field value would be 55 hours, irrespective of states. Correct me if I am wrong.

By any chance is there any field which exclude ON HOLD and SOLUTION PROPOSED state duration?

Thanks,

Ksnow

[Ankur Bawiskar]

more detailed explanation is on link I shared

Regards
Ankur