How to store the business hours since the incident was last updated?

[nayanmule]

Hi All,

I want to store the business hours in some field since the incident was last updated. 

For example if incident was last updated 2 days ago, I want to add that time in business hours & store it in some field. 

So, here the field will store the value as (9x2 = 18 hours) . 

Any help will be appreciated.

Thanks 

Nayan Mule

[Ankur Bawiskar]

@nayanmule 

what's your business requirement here?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[nayanmule]

Hi @Ankur Bawiskar  , if you check my post 

https://www.servicenow.com/community/now-platform-forum/flow-for-incident-states-based-on-the-last-u...

I want to run a flow to update incidents based on state conditions & last updated business time. So, I was thinking to add a field to calculate the business hours since last updated incident time. 

Thanks

[Ankur Bawiskar]

@nayanmule 

you can store this using this logic

1) make before update BR

2) pick the previous updated time from sys_updated_on, get the current date/time

3) subtract both the date/time using schedule and store in that field

something like this

(function executeRule(current, previous /*null when async*/) {
    // Define the business hours schedule
    var schedule = new GlideSchedule();
    schedule.load('your_business_hours_schedule_sys_id'); // Replace with your business hours schedule sys_id

    // Calculate the time difference in seconds
    var timeDiffInSeconds = gs.dateDiff(previous.sys_updated_on, new GlideDateTime(), true);

    // Convert the time difference to business hours
    var businessHours = schedule.duration(timeDiffInSeconds) / 3600; // Convert seconds to hours

    // Store the business hours in the custom field
    current.u_business_hours_since_update = businessHours;
})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.

[nayanmule]

Hi @Ankur Bawiskar  , however this didn't work