Define a Duration Expression

A Duration Expression is an Expression that calculates the amount of time between two dates (example: The number of hours it takes to close an Incident).

To define a Duration Expression:

  1. Create an Expression.
  2. In the Editor drop-down list, select Duration.

    The Duration Expression section opens.

  3. Define the Expression:
    1. Select a time period:
      Duration Expressions are applied against a 24/7 time period by default. However, the Expressions can also be applied against existing Business Hours or new Business Hours (created on-the-fly using the Business Hours Manager).
      1. First Date/Time: Select a Date/time Field or Calendar date/time to use as the starting point of the duration (example: Incident.Created Date Time).
      2. Second Date/Time: Select a Date/time Field or Calendar date/time to use as the ending point of the duration (example: Incident.Closed Date Time).
      3. Units: Select the unit of time for which you want to display the duration (example: Days).
      4. Round: Select the check box to round the unit to the nearest whole number (example: January 1st to February 10th returns a value of one month instead of 1.37 months).
    2. Select a Calendar type from the Calendar Type drop-down list:
      • 24/7: Expression is applied 24/7.
        The 24/7 Calendar option is applied by default.
      • Working Hours: Expression is only applied during the selected Business Hours (example: Maintenance Window) or value (example: SLA.Work Hours).

  4. Select Save.