question Need to autopopulate the Resolve time field based on the resolved time and opened time. in ServiceNow AI Platform forum

Need to autopopulate the Resolve time field based on the resolved time and opened time.

Nageshwari P — Thu, 15 May 2025 09:19:58 GMT

Hi Everyone,

I have a requirement that when an incident ticket is resolved that resolution time need to be auto populated in seconds in resolve time field. It need to be calculated from Opened time to resolved time.

If possible: Additionally we need to add the conditions like excluding weekends and holidays.
Can you please help me to resolve this issue.

Thanks in advance.

Best Regards,
Nageshwari P.

Re: Need to autopopulate the Resolve time field based on the resolved time and opened time.

Ankur Bawiskar — Thu, 15 May 2025 09:40:08 GMT

@Nageshwari P

OOTB incident Resolved time is filled, check the code and enhance your logic for your table

This OOTB Business rule does it for incident "mark_resolved"

you can see this to calculate the difference between 2 dates using schedules and store in Duration field

give your schedule and enhance the logic to pick created and now time (resolve time)

calculate Duration and Business Duration in scoped application

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Need to autopopulate the Resolve time field based on the resolved time and opened time.

Nageshwari P — Thu, 15 May 2025 09:56:58 GMT

Apart from the condition on scheduled, In general format we need to calculate and auto populate, How can we acheive this?

Re: Need to autopopulate the Resolve time field based on the resolved time and opened time.

Ankur Bawiskar — Thu, 15 May 2025 10:02:34 GMT

@Nageshwari P

I already shared details above.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Need to autopopulate the Resolve time field based on the resolved time and opened time.

Ankur Bawiskar — Mon, 19 May 2025 04:25:36 GMT

@Nageshwari P

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.