https://www.servicenow.com/community/virtual-agent-forum/is-there-any-way-to-change-the-ootb-inciden...
https://www.servicenow.com/community/itsm-forum/how-business-duration-calculated-in-incidents-how-th...
Since you are using the exact same phrases as are used in these posts, be aware that having multiple accounts is part of the Code of Conduct. I'm not saying coincidences don't exist, but these two posts are about the exact same fields and use the exact same reason for the requirement. The answer is also the same: just because the customer wants something, doesn't mean it's a good idea. Always ask 'why'.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
