How is Business Duration calculated?

[Gabriele7]

Hi,

I hope you are all well.

I read some comments how to calculate the Business Duration and Duration but I don't understand it really. 

I show you some screenshots from one incident, which has Business Duration 0 Seconds and I don't know why it is 0.  For urgency 1 and 2 we use the schedule 24x7 timezone Europe/Berlin. The Duration time is also not yery clear for mee

Can someone show me, how are they calculated.

Thank you for your help.

Gabriele

[Allen Andreas]

Hi,

The Incident duration and business duration fields are basically obsolete at this point. They were used for prior use cases, like the business duration was used for a very old SLA engine/system that ServiceNow doesn't use anymore. The appropriate place to get that information would be from the SLA definition associated with it.

To give more information, here's a support article about it: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0754082

This is controlled by the mark_closed business rule, but I believe there's issue with it because gs.calDateDiff() is deprecated and may not work properly since the GlideSchedule API is used now.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Gabriele7]

Good morning Andreas, 

thank you for your answer. I have the same impression that it doesn't work properly. 

Are there some other fields which I can use to show the process time of an incident? 

Thank you for your help

Gabriele 

[Allen Andreas]

Hi,

What do you mean by process time?

Do you mean open to close?

Normally, these things are tracked via SLA definitions, which is what I mentioned above. That is where you'd track appropriate metrics as you need per the schedule that is relevant to you.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas · Accepted solution]

Hi,

I just wanted to check-in on this.

If one of my replies above helped guide you Correctly, please also mark as Correct.

This helps show your question as resolved and lets others in the community see what helped you along the way.

Thanks and take care! 🙂