Business Duration to show as HH:MM:SS and not Days

[billi_lumley]

For reporting purposes, looking to pull the business duration for SLA-related reports and have the duration show as HH:MM:SS and NOT as DD:HH:MM:SS. Reason being is that SN rolls up 24 hours into 1 day whether the calculation is using a schedule or not and is causing some confusion.

For example a business elapsed (business duration) is calculating using the schedule 7-6 M-F and the business elapsed time is 1 day 8 hours 5 minutes (32 hours total). The incident was opened lated on Wednesday at 4:50pm, closed the next Monday at 3:56pm.

Wednesday — 1hr 10min left
Thursday — 11 hours
Friday — 11 hours
Saturday — Not counted
Sunday — Not counted
Monday — 8hrs 56min

Total is just over 32 hours (32hr05min).

Therefore I want the business duration to show as 32:05:00. Possible???

[Mahira · Accepted solution]

Hi,

Can you try setting in the dictionary setting for the Business Duration field

in the attribute set it to max_unit=hours. See teh screenshot attached

Found this on wiki http://wiki.servicenow.com/index.php?title=Setting_the_Duration_Field_Value

Scroll to the end of the wiki page

[billi_lumley]

That was exactly what I was looking for! Appreciate the help!

[jesusemelendezm]

How the Business Duration is calculated?

[wiltonr]

This is exactly what I've been looking for as well.   I have the same scenario as described above.   I want the field to show the duration in Business time.   So for instance the schedule I'm using is Weekdays 7-5 so 10 hour days.   I have an incident that was opened on 10/1/14 at 3:46 am and resolved on 10/10/14 at 9:58 am.   It calculates correctly at 72:58 using my schedule, but shows up on the form as 3 Days 58 minutes (like above - displaying in 24 hours days).   I did change the dictionary to add the attribute and can show it in hours, but to go one step further, is it possible to show this value in the number of business days - in this case show it as 7 days 2 hours 58 minutes?