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Resolve time

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Resolve time

The Resolve time field is available on the Incident [incident] and Request [sc_request] tables. This field allows for easy reporting on how long it takes for requests to be closed, and is stored as an integer number of seconds.

Business rule calculation

Specific business rules calculate the Resolve time field when the record is resolved or marked closed, and measure the difference between the Opened and Closed dates.

On the Incident table, the field is calculated on incident resolution, or closure, whichever happens first, based on the business rule mark_resolved or mark_closed. Both are based on Incident table get trigger.

When the incident is resolved, the calculation is based on the mark_resolved business rule. The following lines of code calculate the resolve time:

if (dataChange || current.calendar_stc.nil())
      current.calendar_stc = gs.dateDiff(opened, resolved, true);
When the incident is closed directly, the calculation is based on the mark_closed business rule. The following lines of code calculate the resolve time:
if (dataChange || current.calendar_stc.nil())
        current.calendar_stc = gs.dateDiff(opened, closed, true);
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