Catalog Task - Business Duration - Work In Progress

Barry Chase
Kilo Contributor

‎03-22-2023 01:32 PM

Is it possible to have a custom (new) business duration defined on a catalog task that begins its business duration start time when the catalog task moves to Work In Progress as opposed to the current business duration that starts when catalog task is first created? This would not be a replacement of existing Business Duration, but a new custom business duration that could represented as a new column of data on catalog tasks. Rules would be applied similarly when the catalog task is closed, that business duration clock time stops.

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Barry Chase
Kilo Contributor

‎03-23-2023 12:25 PM

Reading online elsewhere I found this... is this valid?

  1. Identify the start time and end time of the catalog task. These values can be found in the catalog task record in ServiceNow.

  2. Determine the business hours for your organization. This may vary depending on the time zone and days of the week. For example, if your business hours are Monday to Friday from 9:00 AM to 5:00 PM, then any time outside of this range would be considered non-business hours.

  3. Create a new calculated field on the catalog task record. In the formula for the calculated field, you can use an 'if' statement to determine the business duration based on the current state of the catalog task.

  4. Use the 'business_duration' function to calculate the business duration for each state. For example, if the catalog task is in the 'Work in Progress' state, you can use the 'business_duration' function to subtract the start time from the current time, excluding non-business hours. If the catalog task is in the 'Closed Complete' state, you can use the 'business_duration' function to subtract the start time from the end time, excluding non-business hours.

  5. Add up the business duration for each state to get the total business duration for the catalog task.

 

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