Change Request "Duration" and "Business Duration" calculations

[marcelorsc]

Hello,

Are "Duration" and "Business Duration" fields calculated out-of-the-box for "Change Requests" or that requires a customization?

In the case of a customization, any thoughts on best practices on how these two values should be calculated?

Thanks,

Marcelo Correia

[Brad Tilton · Accepted solution]

I don't think they're calculated OOB, but you can take a look at a couple of incident business rules to get an idea of how it can be done. Those incident business rules are called mark_closed and mark_resolved.

[marcelorsc]

Thanks Brad.   I noticed mark_closed also runs on change_request but it has a different purpose (just makes the record inactive).   I guess I'll have to go back to my business users and understand what they want to measure so I can define a business rule on the change_request table to achieve what they are looking for.   Thanks for sharing your thoughts.

Marcelo