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Topic

    Bilal Maqsood
    Calculating time of incident resolution after escalation?Answered
    Topic posted August 9, 2018 by Bilal MaqsoodExplorer 
    60 Views, 6 Comments
    Title:
    Calculating time of incident resolution after escalation?
    Content:

    Hello,

    I want to add column in report to calculate time taken to resolve incident after that incident is escalated. It should display time in hours and minutes format.
    I can get time difference by date_diff( incidents.closed, incidents.escldate ) but can't get the desired output in columns. I have gone through incident performance table documentation but couldn't find anything for this. Can someone please suggest a way or solution?

    Version:
    Oracle Service Cloud 18A

    Best Answer

    Sebastiaan

    Now I think about it. I think I made a mistake. You should have set the show value as seconds as the time diff gives the result in seconds, this may have caused the wrong time

    Answer

     

    • Sebastiaan

      Hi Bilal.

      The easiest way is to open your report in the editor and right click this column, click on Edit Format and change the Show value from Number to Minutes. See attachment

      The data will then be presented in hours and minutes.

    • Bilal Maqsood
      Sebastiaan said:

      Hi Bilal.

      The easiest way is to open your report in the editor and right click this column, click on Edit Format and change the Show value from Number to Minutes. See attachment

      The data will then be presented in hours and minutes.

      View original

      Hi Sebastiaan,

      Format is not issue. Actually it's not calculating time as desired. I did something wrong in this simple definition of time difference. See screenshot attached please.
       

    • Sebastiaan

      Hm.. 108 days for an incident created on the 7th of August 2018 (ref no) does seem odd. The date_diff expression seems right. Would you be able to attach the report definition here for us to inspect?

    • Sebastiaan

      Now I think about it. I think I made a mistake. You should have set the show value as seconds as the time diff gives the result in seconds, this may have caused the wrong time

    • Bilal Maqsood
      Sebastiaan said:

      Now I think about it. I think I made a mistake. You should have set the show value as seconds as the time diff gives the result in seconds, this may have caused the wrong time

      View original

      Yes it's fine now. Changing it from minutes to seconds worked. I thought it would automatically get time in minutes rather than seconds. Thanks Sebastiaan for always supporting.

    • Sebastiaan

      Glad I could help! :-)