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 ?

[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.

[Sruthi_2511]

why it sometimes shows "0" ? can anyone give me explanation pls

[Mark Manders]

See the link Atul send. These are legacy fields, so the fields are still there and some of the logic as well, but without the ability to check on the tickets with '0' it will be very hard to tell you why. It could be all outside of business hours, it could be no sla attached at all, etc. Too many possibilities to tell you the exact cause.

[Sruthi_2511]

Hi @Ankur Bawiskar , @Mark Manders , @Dr Atul G- LNG , @UmesH77 

Can we disable or hide the "Business Duration" field? Can we modify the field based on callers instead of resolvers. What potential issues could this cause?
The customer does not want this field to be visible while generating reports. Even though users can manually choose the fields they want in reports, the customer prefers that this field is not visible at all.
Could you please suggest the best approach to handle this requirement?

[Dr Atul G- LNG]

Hi @Sruthi_2511 

What is the purpose of hiding it? Since it is an OOTB field, it will still appear in reports or list views in the future. Instead of deleting it, just remove it from the form layout if necessary.

You can pit ACL "report" type and see if we can hide this