What is the significance of "Duration" and "business duration" field in the Requested Item table

supreeth
Kilo Contributor

‎07-19-2018 11:09 PM

Hi All,

Please let me know the significance of the duration and business duration field in sc_req_item.

Please let me know why these fields are showing blank in RITM and having values in incident.

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Akash4
Kilo Sage
Kilo Sage

‎07-19-2018 11:23 PM

Hi Supreeth,

The duration is the field which gives overall days or time that is spent according to 24/7 schedule. The business duration is calculated based on the schedule that you give in the 'cmn_schedule' table or under System Scheduler > Schedules list.

You will give one of these schedules for incident table - usually '8-5 weekdays excluding holidays' is the one that is used throughout. You can create your own too.

Secondly, there is a business script written for the incident table while the ticket gets resolved and hence is the reason it auto populates the business duration. In case of sc_req_item you can duplicate the same lines of script and get the work done on the same table. Here is a screenshot of the OOB BR - mark_resolved found in the business rule list.

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This this will bring some insights on how you can proceed further, let me know if you need any help in any of the configurations.

Regards, Akash

Regards, Akash
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Harsh Vardhan
Giga Patron

‎07-19-2018 11:25 PM

ritm table extends "task" table. these two fields came from the task table. and it's blank because there is not any business rule or other server side script has been set to fill this. 

if you see on incident table there is a business rule that update the duration field "mark_resolved".

you can utilize this according to your business need on RITM table as well. 

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