Calculate resolution time

[SM123]

Hello All,

I have created a new field called "resolution time" it should show duration on following bases until the ticket gets resolved. Monday to Friday (from 9am to 6pm). Saturdays, Sunday should be excluded. should also not count the time when the ticket is in state Pending, Pending Caller, Pending Effective date.This is in order to check how much time did assignee took to resolve a ticket

Please provide some ideas how to achieve it. I have BR in mind but not sure how to calculate all these scenarios.

Your help will be appreciated. 

[AshishKM]

Hi @SM123 , 

I believe, you must have some SAL configured on that table record, and SLA is already calculating the actula and business duration.

You can copy the business elapsed time to resolution time field via BR when record is set to resolved.

-Thanks,

AshishKM

[SM123]

Hi @AshishKM ,

Our SLA only calculates 24*5 mon-fri (all day) but i need 9am-6pm. our sla will only pause for pending caller state.

[AshishKM]

Ok got it, then you need new schedule definitaion, as suggested by @Runjay Patel and calculate the time.

Or if possible, create new SLA for this requirement.

[Runjay Patel]

Hi @SM123 ,

You need to create one schedule in which you need to exclude the weekends and set the time of business days and use sys ID of schedule in below code.

var dc = new DurationCalculator();
dc.setSchedule('<sys ID of schedule>'); 
var diff = dc.calcScheduleDuration(current.sys_created_on, current.resolved_at) ;

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