how to create calculated field that shows how long it took for a RITM to be closed

[Atheher Fathima]

I have a requirement to create a calculated field that shows how long it took for a RITM to be closed

RITM Closed - RITM Open = Duration.

How can this be achieved. any help on this is greatly appreciated.

[Ankur Bawiskar]

@Atheher Fathima 

Is this required for reporting purpose or you want it as a field on RITM table?

[Atheher Fathima]

@Ankur Bawiskar , this is basically for reporting purpose. I was advised by my team to create a SLA definition or a metric instead of creating a field on the sc_req_item table.

[Ankur Bawiskar]

@Atheher Fathima 

that's correct. you can use metrics for this just like incident table

OR

you can use function field on the report created on RITM table.

[Ravindra Duggi1]

To create a calculated field that shows how long it took for a RITM (Requested Item) to be closed using a script and calculate it for existing RITM records, you can follow these steps:

1. Create new Field
   1. Give the new field a name, such as "Time to Close", and select the data type as "Duration".
2. In the "Calculated Script" field, enter the following script(Click on the advanced tab):

1. (function() {
   var duration = 0;
   if (current.closed_at && current.opened_at) {
   var start = new GlideDateTime(current.opened_at.getDisplayValue());
   var end = new GlideDateTime(current.closed_at.getDisplayValue());
   var difference = gs.dateDiff(start, end, true);
   duration = difference / (60 * 60 * 1000);
   }
   return duration;
   })(); 
2. This script calculates the time it took to close the RITM in hours by subtracting the "closed_at" date/time from the "Requested" date/time and dividing the result by the number of milliseconds in an hour.