Define a Duration Expression

A Duration expression 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:
      CSM applies Duration expressions against a 24/7 time period by default; however, the expressions can also be applied against existing Business Hours or new Business Hours (use the Business Hours Manager to create impromptu expressions).
      1. Start 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).

        This option is disabled when you select the Time Remaining check box because the expression automatically uses the current time to perform the calculation.

      2. End 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).

        This option is disabled when you select the Time Remaining check box.

      4. Time Remaining: Select this check box to calculate the time remaining in the duration calculation expression.

        This calculates from the current date/time to the end time.

      5. Largest Unit: Select the largest unit of time for which you want to display the duration (example: Hours).

        This option isn't available until you select the Time Remaining check box.

      6. Smallest Unit: Select the smallest unit of time for which you want to display the duration (example: Seconds).

        This option isn't available until you select the Time Remaining check box.

      7. Round: Select this 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).
        Option Description
        Working hours calendar
        • Select an option from the drop-down list.
        • Select the ellipsis to choose the Business Hours.
        Based on scope and valueExpression makes a selection based on a specified scope and token value.
        1. Select the scope from the drop-down list.
        2. Select the Token Selector to open the token menu, and then select a token that holds the appropriate name or ID.
  4. Select Save.