Business Duration not set on RITM or SC Task - Support and Troubleshooting

Business Duration not set on RITM or SC Task Issue  The business duration field on requested items [sc_req_item] and catalog tasks [sc_task] is not set out of box. Cause Out of box, no business rule exists to set the business duration on the sc_req_item table. The Close Ticket business rule on the sc_task table should set the business duration field; however, it is calculated from work_start. The work_start field on sc_task does not get set in an out-of-box instance.

Resolution The Close Ticket business rule on the sc_task table can be modified to calculate business duration based on the opened_at field, or a new business rule can be created to set the work_start field. Additionally, the Mark Request Closed business rule on sc_request can be copied and modified to be used as a new business rule on the sc_req_item table.