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.

[suvro]

Yes it can be zero if the incident is resolved before the business time is started. Check the default calendar defined in sys_calendar table. Business time will be mentioned there and if the incident is created and resolved outside that time then business resolve time can be zero

[manish kale]

Hello @suvro 
Thank you for the clarification. Works for me👍

[suvro]

Mark my response as helpful and correct

[MANISH KALE1]

Hello @suvro 

I have a question. What is the difference between sys_calendar and business_calendar and now as we have created a schedule in the Business calendar. We expect our incidents to follow the same schedule under business calendar. But It is following the calendar under sys_calendar table. Any clue on how we can achieve this? Or Should we create the new schedule in sys_calendar?