How to get Business Duration of RITM's in reports

rkreddy · ‎08-05-2020

Hi All,

Hope everyone is staying safe.

I am seeing the business duration of RITM having blank values. How can I get these values.

And I am leaner of Service-now. I wish to know that, how the process works like closing the catalog tasks will close the RITM and request as well. Is there any OOB BR's or workflow?

Your suggestions help me to learn.

Regards,

Rakesh.

Suseela Peddise · ‎08-05-2020

Hi,

OOB functionality already available on Incident table. Please go through 'mark_closed' business rule on incident table . Use this logic and built new business rule on RITM table to calculate business duration field.

Hope this helps.

If I have answered your question, please mark my response as correct and/or helpful.

Thanks,

Suseela P.

View solution in original post

rkreddy · ‎08-05-2020

Thank you Suseela. It worked well.

But I have one doubt, could you please clarify me. In the below RITM I am having the opened and closed dates as shown in below image. But the business duration is showing only 16Hrs. Could you please explain how this business duration will be calculated?

Suseela Peddise · ‎08-06-2020

Glad it helped! Please mark my response as a correct answer.

I have updated one RITM with the values that you provided and ran the background script that I have shared , I got '4 Days 1 Hour 2 Minutes' .

May be you are using a schedule to calculate the duration. If you calculate duration based on the schedule , duration will differ.

Hope this helps!

If I have answered your question, please mark my response as correct and/or helpful.

Thanks,

Suseela P.

rkreddy · ‎08-06-2020

Thanks Susheela. Could you please tell me where can I change the schedule, I have tried in my personal instance, I haven't set any schedule. It is confusing me totally as I am totally new to this. Your help makes me to learn more.

Thank you.

Suseela Peddise · ‎08-06-2020

If you haven't any schedule then it should work fine. Take one record as an example and run background script and see how it goes.

I guess you have wrongly clicked on wrong context as a solution. Could you please cross check once and select the correct one as an accepted solution. So that others having a same question might find correct answers.

Hope this helps!

If I have answered your question, please mark my response as correct and/or helpful.

Thanks,

Suseela P.

rkreddy · ‎08-06-2020

Thanks Suseela. Sorry for that, now I marked correct answer. Is there any document related to Schedules related to this duration calculation.