How Business Duration Calculated in Incidents ,how this calculated?

[Sruthi_2511]

There is the field in incident form called "Business Duration" Can anyone please explain what exactly, this field does ?

[Ankur Bawiskar]

@Sruthi_2511 

this KB explains

How the Duration and Business Duration calculation works 

this BR does that on incident table

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[Ankur Bawiskar]

@Sruthi_2511 

Hope you are doing good.

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[Dr Atul G- LNG]

Hi @Sruthi_2511 

Follow SN KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0780039

[UmesH77]

hey @Sruthi_2511 ,

The Business Duration field calculates the time spent on an incident based only on configured business hours , not the full 24/7 elapsed time. For example, if an SLA is configured for 24 hours and you have an 8-hour workday schedule, the actual elapsed time will run 24/7, but the business duration will only count time during the configured business hours

If an incident opens Monday morning and closes at the end of Wednesday, it would display as 24 hours in the Business Duration field, while the regular Duration field would show 72 hours 

If my response helped, please mark it as correct, and close the thread , this helps future readers find the solution faster!

Regards ,

Umesh Bhingare,

Technical Consultant.