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 ?

[Runjay Patel]

Hi @SakshyaR ,

 Calculation is very simple here.

Incident 1:

• Opened: 23/12/2024 19:55:11 (Outside business hours)
  → Timer starts on 24/12/2024 08:00:00 (beginning of the next business day).
• Resolved: 24/12/2024 15:16:19 (During business hours).

Calculation:

• Timer runs from 08:00:00 to 15:16:19 on 24/12/2024.
• Business Duration: 7 hours 16 minutes 19 seconds ≈ 8 hours (rounded).

Incident 2:

• Opened: 23/12/2024 19:51:57 (Outside business hours)
  → Timer starts on 24/12/2024 08:00:00.
• Closed: 24/12/2024 19:06:30 (Outside business hours).

Calculation:

• Timer runs from 08:00:00 to 17:00:00 on 24/12/2024.
• Business Duration: 9 hours (full business day).

However, the system calculates only the SLA-configured maximum duration (likely set to 8 hours), so it records 8 hours as the Business Duration.

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Runjay Patel - ServiceNow Solution Architect
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[Runjay Patel]

Hi @SakshyaR ,

Thank you for marking my solution as helpful! If my answer addressed your query, feel free to accept it to help others in the community benefit as well.

[Anand Kumar P]

Hi @SakshyaR ,

1st Incident: Opened after hours, resolved within business hours on 24th Dec. Business Duration = 8 hours.

2nd Incident: Opened after hours, closed within business hours on 24th Dec. Business Duration = 8 hours.

Both follow the 9x5 schedule (08:00-17:00)

If my response helped, please mark it as the accepted solution ✅ and give a thumbs up👍.
Thanks,
Anand