Business Duration in Incident form is showing 0 or empty

Kamali Selvaras · yesterday

The Incident Business Duration is showing zero or Null

As per few product docs, I have checked the

system property : glide.ui.glide_list.start is enabled

OOB business rule mark_resolved / mark_cloesd is active

the calendar days are 24hrs

still the Incident is showing zero for few records and null

Would really appreciate how we can fix this in OOB

Bhuvan · yesterday

Follow below knowledge article to resolve the issue

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Nawal Singh · yesterday

Business Duration fields is calculated in - Business Rule -"mark_closed"

Also you can check the business duration in BG script of the incident for testing using below code-

var opened_at="2025-10-17 08:10:19";

var closed_at="2025-10-18 08:14:40";

var business_duration = gs.calDateDiff(opened_at, closed_at, false);

gs.info("Output is- "+business_duration);

Please review below service now article related to this issue-

If you found my response helpful, please mark it as helpful and accept it as the solution.

Thank you
Nawal Singh