How is Incident.TotalTimeSpent calculated?

Version 1

    Details

    Do you know how the system calculates the TotalTimeSpent field on Incident object?


    Resolution

    TotalTimeSpent field uses a expression "Global - Total Time Spent for Transaction". It takes the Duration information from what is inputted in the Journal Note and calculates the total time spent for all the journal notes. If no one inputs any time in a journal notes, nothing is calculated.