what is the different between "resolve time" and "business resolve time" on incident form and on our report many of the time the business resolve time is 0 even there is resolve time hours ?

[Gurnula Venkate]

When I pull the report on incident table we are getting difference in "resolve time" and business resolve time" many of the time getting 0 as business resolve time eve there is resolve time can you please explain why it is getting 0 as business resolve time also attaching screen shot for the report.

[Sai Kumar B]

@Gurnula Venkatesh 

When the incident is resolved, the calculation is based on the mark_resolved business rule.

Resolve time - calendar_stc uses "dateDiff" function for calculating different of the duration between opened and resolved.

Business resolve time - business_stc uses the "calDateDiff" function for calculating different of the duration between opened and resolved.

dateDiff(String, String, boolean):-
Calculates the difference between two dates independent of the calendar.

calDateDiff(String, String, boolean):-
Calculate the difference between two dates using the default calendar, so depending on the calendar the duration between the time is calculated. So that the reason "Business resolve time" value can be "0" when the incident is opened and closed when the time won't fall in the calendar.

The calendar is defined in System Policy -> Calendars.

Reference - Difference between Resolve time and Business resolve time on Incident.

[Swapnil Shirsik]

The behavior you see is as per the design and working as expected.

The Resolve time and Business resolve time field are available on the Incident [incident].

This field allows for easy reporting on how long it takes for Incident to be closed, and is stored as an integer number of seconds.

Specific business rules calculate the Resolve time field when the record is resolved or marked closed, and measure the difference between the Opened and Closed dates.

On the Incident table, the field is calculated on the incident resolution, or closure, whichever happens first, based on the business rule mark_resolved or mark_closed. Both are based on the Incident table to get a trigger.

When the incident is resolved, the calculation is based on the mark_resolved business rule.

Resolve time - calendar_stc uses "dateDiff" function for calculating different of the duration between opened and resolved.

Business resolve time - business_stc uses the "calDateDiff" function for calculating different of the duration between opened and resolved.

dateDiff(String, String, boolean):-
Calculates the difference between two dates independent of the calendar.

calDateDiff(String, String, boolean):-
Calculate the difference between two dates using the default calendar, so depending on the calendar the duration between the time is calculated. So that the reason "Business resolve time" value can be "0" when the incident is opened and closed when the time won't fall in the calendar.

The calendar is defined in System Policy -> Calendars.

If this information has helped you, please mark answer as helpful/correct.

[suvro]

Resolve Time Is the duration between opened and resolved dates.

Business Resolve Time is calculated between opened and resolved date based on default calendar  defined in 

sys_calendar table

[manish kale]

Hello @suvro 
Can you provide some additional details on why it is showing '0' in the business resolve time. Like how it is calculated. Is it Ok to be '0'. And If it is an issue/error how to eliminate it?