Actual elapsed time, percentage, business elapsed time and percentage issue

[vimal909]

Hi,

I have created SLA for my Service Catalogs. For these Catalogs I want the SLA to run once the Catalog Approved so that it takes Start time as Service Catalog approved time. So I have not selected Retroactive Start. But the issue is the Actual elapsed time, percentage, business elapsed time and percentage fields are not running live i.e, only if the state of the Service Catalog is in "Awaiting user info" or "Closed" it is showing elapsed time and percentage.

I want to these fields to run and show upto date. Any solution?

Thanks,

Vimal

[Michael Fry1 · Accepted solution]

Elapsed time & elapsed percentage updated according to schedule below:

2.4.2 Scheduled Jobs

ServiceNow recalculates SLAs based on when they are breached, using these scheduled jobs on the Schedule Item [sys_trigger] table.

• SLA update (already breached): repeats every day
• SLA update (breach after 30 days): repeats every 5 days
• SLA update (breach within 1 day): repeats every hour
• SLA update (breach within 1 hour): repeats every 10 minutes
• SLA update (breach within 10 min): repeats every 1 minute
• SLA update (breach within 30 days): repeats every day

Your screen shot shows Business elapsed time and business elapsed percentage. They will only populate if your SLA has a schedule other than 24x7. So 8x5 schedule would cause those fields to populate. Otherwise, they are blank as their isn't anything to calculate.

[vimal909]

Thanks Michael..The above information is very useful.

[SC10]

My business elapsed percent is incorrect as my duration is not being set. My SLA is running on tasks, with a relative duration of those tasks's "due_date":

var baseTable = new TableUtils(current.getRecordClassName()).getAbsoluteBase();  

if (baseTable == 'task')  

    myTask = current;  

else if (baseTable == 'task_sla')  

    myTask = current.task;  

var dueBy = myTask.due_date.getGlideObject(); // due_date - a glide_date_time field on our associated Task record  

calculator.endDateTime = dueBy;  

calculator.seconds = ((dueBy.getNumericValue() - calculator.startDateTime.getNumericValue()) / 1000);  

calculator.totalSeconds = calculator.seconds;  

[Michael Fry1]

The business elapsed percent will only get set if the SLA is using a schedule, such as 8x5. If the SLA has no schedule, the fields will be blank.