We have old incidents with business duration values 'zero'. So I wrote a background script to update values. In our business scenario we need to calculate the business duration as time between opened_at and resolved_at instead of closed_at. The problem is it gives same zero values if calculated between opened_at and resolved_at and gives correct values with closed_at.I don't understand this issue.?Anyone has any thoughts.
This is the background script
var result = 0, count = 0, opened, resolved;
var gr = new GlideRecord( 'incident' );
gr.addQuery("business_duration" , "CONTAINS", '1970-01-01 00:00:00' );
gr.addQuery('opened_at', '>=', '2015-04-02 00:00:00');
gr.addQuery('opened_at', '<=', '2015-05-31 23:59:59');
gr.query();
while(gr.next()) {
opened = gr.opened_at;
resolved= gr.resolved_at;
count++;
result = gs.calDateDiff(opened, resolved, false);
gs.print(gr.number + " " + result);
gr.business_duration=result;
gr.setWorkflow(false);
//gr.update();
}
gs.print("Total records : " + count);
