datediff between sys_createdon and sys_updatedon field in the sysapprover_approval table

[Sooriya3]

datediff between sys_createdon and sys_updatedon field in the sysapprover_approval table is reflecting as 23 hours+ when I use a configuration field to report on difference between the time the request was submitted and approved. Why is that so? and how to fix it? I basically need to report on how long each approval took from the time the request was created.

[SumanthDosapati]

@Sooriya3 

You can fulfill your requirement using metrics.

You can create a metric definition(metric_definition) on sysapproval_approver table.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[SIVASANKARIS]

Hi @Sooriya3 ,

This behavior is expected and happens for two main reasons.

1. sys_updatedon is NOT the approval time
the sys_updated_on field changes every time anything happens to the record. If a system background job, a workflow activity, or even a UI action touches that record after it was approved, the timestamp moves forward. You aren't measuring "Time to Approve"; you're measuring "Time since creation until the last time the system touched this record."

2. Time zone conversion impact
ServiceNow stores all date/time values in UTC internally.

So if:

Your timezone = IST (UTC +5:30)

Server timezone = UTC

The system converts time for display and reports. This often results in 18–24 hours difference, especially when the approval crosses a date boundary.

So that 23+ hours you’re seeing is usually a timezone conversion effect, not the real approval delay.

please mark it as helpful, if it is useful and accept my solution....