Business Duration vs. Duration

[John Vo1]

Can someone please explain what these 2 attributes are actually tracking and where these numbers are being generated from?   I have attached a screen shot.

Thanks,

John

[John Vo1]

Tanumoy,

Why are the hours so off from each other. Even some that are in state awaiting vendor or assigned have different hours as well.

Thanks,

John

[S_53]

To be simple and specific, the answer to this question is  

Business duration is the time from open to closure, in regards to the primary SLA calendar. So if your Calendar is 8 hour day M-F, and a incident opens start of M and closes end of W, it would display as 24 hours.

On the other hand, the Duration field would display 72 hours, because it is raw time not taking into account calendar.

Hit like and correct answer if you feel so.

Thanks

Srik.

[Troy Hornbrook]

Exactly the information I was seeking.  Thanks!