An automation to calculate values off two fields and put the result to 3rd one

Question

Hi Community!

How can I make automation to calculate values off two fields and put the result to 3rd one (a field in a ticket)?

I want to start using Impact Start time and Impact End time and to calculate the hours between them in a field called Incident Duration.

Yong Yang · Accepted Answer

Hi @Vera Valshonok

Welcome to our Community.

In JSM Cloud, there's already a SLA field to implement your requirement:

* Time to resolution (time duration from creation to resolved excluding non-working hours)

If you want to define a new field, it's difficult to exclude the non-working days/hours from it.

Hope it helps.

Thanks,

YY哥

Dexter de Vera · Accepted Answer

Hi @Vera Valshonok ,

You can try to do this sample automation process which will trigger when impact start time and end time updated then the action will calculate the diff and display the result in incident duration field:

When: Issue updated - select Impact Start time and Impact End time

Action: edit Issue - select Incident Duration then use this smart value below:

Note: Start time and end time should be date time field type.

Hope it helps.