Metric definition to calculate business duration on cases

[Kanika4]

Hi

we have a requirement to create a metric to calculate the business duration of the case when created until resolved.

Business duration is  related to SLAs

But we do not have SLAs on cases.

So if I create metric definition to calculate business duration. What impact will this have in future if we implement SLAs ?

in addition to this, how the business duration for incidents are getting populated ?

[Sujatha V M]

@Kanika4 In OOB, we have Metric Definitions for Incident table to calculate the duration based on Incident state. 

If you create a new metric definition for SLA, it will be calculated and reflected for new tickets which holds the SLA(s). 

Refer the support case for understanding the "Duration" vs "Business Duration": https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0780039

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.