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    Mirela Iepure
    Time period settings for Incidents
    Topic posted May 15, 2019 by Mirela IepureBronze Medal: 1,250+ Points 
    65 Views, 10 Comments
    Time period settings for Incidents
    Custom time period settings for Incidents


    Is it possible to set the time period between the date an Incident was closed and the time was created to include days, hours, minutes and seconds.

    For example, I want to know exactly how a Chat was closed within the same minute and what was the exactly amount of seconds needed to be closed.

    Thank you,

    Oracle Service Cloud 19A



    • Sebastiaan Draaisma

      Hi Mirela.

      Yes, this is possible with the date format. You can then creae your own time format.

      See Functions

      date_format(date, format)

      This function converts date from a date/time data type to a string and reformats it to match the format specified by format. Date can be a date/time type column or a literal string in the format YYYY-MM-DD or YYYY-MM-DD HH:MI:SS. For example, the expression date_format('2013-11-25 22:25:00', 'DAY, MONTH DD, YYYY, HH12:MI PM') returns the value Tuesday, November 25, 2013 10:25 PM.

      An alternative my be to edit the column format and specify a custom format there

    • Ajay Yadav

      Hi Mirela,

      if you want to make report on that then yes you can use date_diff(<date>,<date>) function, please find the sample report which calculate time between chat started to completed , you can customize it in different way like display report by Hour/day, or you can find out how many chats got solved within 10 min.


      • Mirela Iepure

        Hi Ajay,

        I need to the how many seconds were needed for Incidents closed in the same minute. Because in the reports the difference appear as 0h 0m 0s. Which is not correct.

        So which solution would be better?

        Thank you.

    • Sebastiaan Draaisma

      Maybe the seconds are not recorded for your object. Some objects do not have secnds available. I don't have access to a chat enabled site so I can't test if chat closed is one of those. If so, you may be able to check the transaction log time stamp

    • Sebastiaan Draaisma

      I don't know if chat has a transaction log but if it does it would be transactions.tbl and then specify chat

    • Ajay Yadav

      I am hoping i understood the requirement, if yes then Right Click on date Difference Column-> Select Edit Format

      select Number instead of Seconds,you will get the seconds. PFA

    • Ajay Yadav

      i don't see any 00 in for my interface, function is date_diff(chats.completd,chats.requested) so i am sure seconds are captured.

    • Sebastiaan Draaisma

      In that case it can be done like that and through date_diff