https://www.servicenow.com/community/community-central-forum/how-to-create-a-time-rule/m-p/2961404#M283 <P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="Captura de tela 2024-06-12 162007.png" style="width: 999px;"><img src="https://www.servicenow.com/community/image/serverpage/image-id/364566i9FA6C811B1CA2A6A/image-size/large?v=v2&amp;px=999" role="button" title="Captura de tela 2024-06-12 162007.png" alt="Captura de tela 2024-06-12 162007.png" /></span></P><P><SPAN>I need help getting the time interval for the ticket status. I was able to get the time duration from when a ticket is created until it is closed, using this function in the 'Total Time' field: glidefunction:datedimp(closed_at, sys_created_on)</SPAN></P><P><SPAN>Now I have to get the time interval from one status to another, I have to know how long a ticket took to become 'pending', how long it took to leave the 'pending' status and become 'in progress', and how long it took to leave 'in progress' and be 'closed'</SPAN></P><P><SPAN>I was trying to use Business Rule but I can't even put 1 record in the fields, if anyone knows how to do this PLEASE HELP ME</SPAN></P> Wed, 12 Jun 2024 19:31:56 GMT Arthur Sanchez 2024-06-12T19:31:56Z https://www.servicenow.com/community/community-central-forum/how-to-create-a-time-rule/m-p/2961404#M283 <P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="Captura de tela 2024-06-12 162007.png" style="width: 999px;"><img src="https://www.servicenow.com/community/image/serverpage/image-id/364566i9FA6C811B1CA2A6A/image-size/large?v=v2&amp;px=999" role="button" title="Captura de tela 2024-06-12 162007.png" alt="Captura de tela 2024-06-12 162007.png" /></span></P><P><SPAN>I need help getting the time interval for the ticket status. I was able to get the time duration from when a ticket is created until it is closed, using this function in the 'Total Time' field: glidefunction:datedimp(closed_at, sys_created_on)</SPAN></P><P><SPAN>Now I have to get the time interval from one status to another, I have to know how long a ticket took to become 'pending', how long it took to leave the 'pending' status and become 'in progress', and how long it took to leave 'in progress' and be 'closed'</SPAN></P><P><SPAN>I was trying to use Business Rule but I can't even put 1 record in the fields, if anyone knows how to do this PLEASE HELP ME</SPAN></P> Wed, 12 Jun 2024 19:31:56 GMT https://www.servicenow.com/community/community-central-forum/how-to-create-a-time-rule/m-p/2961404#M283 Arthur Sanchez 2024-06-12T19:31:56Z https://www.servicenow.com/community/community-central-forum/how-to-create-a-time-rule/m-p/2965305#M296 <P><SPAN>The trick is to use a BR to get the update time from when it changes from pending to in progress and then get the time difference from that value.</SPAN></P> Mon, 17 Jun 2024 14:11:48 GMT https://www.servicenow.com/community/community-central-forum/how-to-create-a-time-rule/m-p/2965305#M296 Arthur Sanchez 2024-06-17T14:11:48Z