Need to see Incident Duration and/or Business Duration without giving a Closed Date/Time

[Brandon R1]

Hi. I'm trying to get the age of an Incident from Duration and/or Business Duration but neither provides that info until the Incident is given a Closed Date/Time which is OOB.

Does anyone know how I can get that info without Resolving or Closing the Incident, and if the Incident was in a Closed state and reopened?? I need to see the duration while the Incident is still In Progress.

Thanks,

Brandon

[OlaN]

Hi,

The OOB duration field is populated when the record is saved. How should your custom duration field be calculated if no save of the record is performed?

Consider this, a record is created 10 days ago, the last save was a week ago, then the duration would be 3 days.

Is that a desired behaviour?

[chrisperry]

This would be a great use case for a Duration field where Function field = true. From the documentation: "Regular fields store a value in the database. Instead of storing data, a function field displays the results of a database query. Function fields do not have an associated database column. Instead, function fields generate a value based on simple computations of other fields and constants. They can be used like any other fields in the system: in forms, lists, query conditions, reports, and so on."

So you could create a new Duration type field with Function field = true as below:

Script:

glidefunction:datediff(now(),sys_created_on);

Result:

If this answer is helpful please mark correct and helpful!

Regards,

Christopher Perry

[Brandon R1]

Olan,

Yes, the Duration field is populated when the record is saved but if there are multiple saves to the record while it is In Progress, that duration can be measured since it is now recorded/saved. I need to capture that duration data while it is still In Progress, not when it's Resolved or Closed.

For your use case of a record created 10 days ago, last saved a week ago, and the duration being 3 days...yes, that is something I am looking for but unsure of how to derive it. Since that duration can exist BEFORE it is Resolved/Closed, I need to be able to show that data in a report/dashboard.