duration field type

[Angel raj]

Hi,

I have to make a setup to measure how long the incident was on hold.

so i came up with creating a field with duration type to make it run only when the state of the incident is on hold.

I have created the field but did not know how to start it and how to give conditions for start and stop.

tried to create a business rule but still feeling stuck.

Please help me if anyone know how.

Thanks,

Sharley.

[Kamil Smusz]

Hi @Angel raj ,

There is few options to achieve it but i think flow designer will be the simplest one. Trigger will be state changed to On Hold. Add wait condition to wait till state changes and then do calculations and update your field.

[Rahul Kumar17]

Hi  Raj,

To measure how long an incident was on hold, you can create a field with duration type as you mentioned. Here are the steps you can follow:

1. Create a new field on the incident table with duration type. You can name it "Time On Hold" or something similar.

2. Create a new business rule that triggers when the state of the incident is changed to "On Hold".

3. In the business rule, you can use the "gs.nowDateTime()" function to capture the current date and time when the incident is put on hold. Store this value in a variable.

4. When the incident is taken off hold, another business rule can be triggered. In this rule, you can use the "gs.nowDateTime()" function again to capture the current date and time when the incident is taken off hold. Subtract the value of the "Time On Hold" field from this new value to get the total time that the incident was on hold.

5. Update the "Time On Hold" field with the total time that the incident was on hold.

Thanks,

Rahul Kumar