How business duration is calculated in incident tabel

[SakshyaR]

We have two incidents 1st open on 23/12/2024 19:55:11 and resolve on 24/12/2024 15:16:19 its business duration is 8 hours.
Another incident open on 23/12/2024 19:51:57 and closed on 24/12/2024 19:06:30 its business duration is also 8 hours.
Schedule is 9 x 5 start time 08:00:00 to 17:00:00 IST.

Anyone please explain how business duration is calculated here ?

[Dr Atul G- LNG]

Hi @SakshyaR 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0780039

[Ankur Bawiskar]

@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.

[Ankur Bawiskar]

@SakshyaR 

Hope you are doing good.

Did my reply answer your question?

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

[Ankur Bawiskar]

@SakshyaR 

Thank you for marking my response as helpful.

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