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

Suseela Peddise · ‎08-07-2020

Hi Rakesh,

Please find the below doc

https://docs.servicenow.com/bundle/orlando-application-development/page/script/useful-scripts/concep...

Hope this helps!

Thanks,

Suseela P.

Jaspal Singh · ‎08-05-2020

Hi Rakesh,

As Suseela rightly suggested it is via Business Rule but that exists OOB for Request (sc_request), Incident, Problem, Catalog Task, Change Task.

You can look for any of those & build similar on those lines.

rkreddy · ‎08-05-2020

Hi Jaspal,

Thank you. Can you help me in knowing 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?