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Calculate Time of Resolution in WorkDay Hours - No capturing decimals

I'm trying to calculate the time to resolution of a ticket in a separate field in order to be able to display it on a dashboard. I'm not interested in a third party plug-in so I'm trying to figure it out using a calculated field. 

To get the duration in working hours I'm using:


 My custom field is a number field. It works, but it's not producing any decimals. Perhaps it won't because I'm using business days?

I tried rounding:


but that didn't work.

I tried creating another custom field and used:

{{time to resolution.asNumber.format("##.00")}}

but that didn't work either. 

Any suggestions?

1 answer

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Murat Seven
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Nov 20, 2023

Hi @Steve Fitzgerald and thanks for your question.


It seems like you want to display the time between the issue's resolution and creation in a custom field of type 'number.' I'm not entirely sure why you're multiplying it by 11 in the smart value, but the reason it might not be working is that instead of using the term 'businessdays,' you can use 'Minutes.'

Your smart value could look like this:


I hope this information helps.


Murat Seven

Thanks. I was multiplying it by 11 because our workday is 11 hours long and I was trying to figure out how many working hours between creation date and resolution. Does the smart value you included look at working days/business days vs absolute dates/minutes? 

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