@SakshyaR
it's calculated by number of business rules
check these KBs
How do we calculate the incident duration field?
How the Duration and Business Duration calculation works
If my response helped please mark it correct and close the thread so that it benefits future readers.
Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader
