Incident Time worked

[MK21]

Hi all.

I have a requirement, I created in the custom table for the dummy data uploaded in the system, we have incident created time and resolved time , need to calculate the worked time, for that I created the time worked field, how to achieve this?

[Ankur Bawiskar]

@MK21 

Sorry but your requirement is not clear.

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

[MK21]

Hello @Ankur Bawiskar 

client is shared the dummy incident data, in that data incident created time and resolved time , but for the reporting purpose we need time worked for each incident, for that i created the custom filed time worked ,but how to get the time worked automatically here 

please help on this

[Mark Manders]

How is the difference between 'created' and 'resolved' the same as time worked? This simply is the time that the incident was open. 

Why do you have a custom 'time worked' field, while there also is an OOB field for this (which can even count automatically when the ticket is open on the screen).

Have you looked at metrics/performance analytics to see what data is already in the system related to how long a ticket has been open (because that's what you are calculating as I already mentioned before).

And what is the reason for knowing this? If it is related to tickets being resolved on time, why not use (OOB) SLA. 

Please explain the requirement. What is your customer looking for (the real reason), because creating a custom field for this, makes no sense.

[MK21]

actually it is a dummy data they don't have the time worked on , and client wants to calculate the time worked automatically, how to get this