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

[SC10]

I am using a schedule to calculate the due_date on the task:

http://i.imgur.com/0uhi2K1.png

[Michael Fry1]

Your duration field doesn't look correct.

[SC10]

I am using the following Relative Duration, which was shared on this community board and has been used by others (for a task's "due_date" field):

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;  

..

With it calculating an endDateTime, I figured it would be able to calculation business elapsed percentage.

[SC10]

Good day,

I have been testing out the above script, and continue to have issues with getting a relative duration. Checking the SLA logs, the duration is returning a "NaN" result, and due to this the Business Relative Duration is also returning "NaN".

[nick702]

I am also having this issue.

I have a schedule set with 2 SLAs to trigger. If I use Retroactive on Created, then it works like a charm, however, I only want the SLA clock along with the 'business time left' and 'business elapsed' time to begin once the incident gets assigned to a specific assignment group.

I tried to change retro off, but there is no business calculation, then i tried to set to retro, as 'updated' to start, however, the time does not show a live calculation???

Once I achieve the SLA though, it updates and provides the calculation.

*I would like to point out though, that the email notice still goes out as it should. Only the calculation is not working.

I have a screenshot of the issue showing the start time of the SLA...and I check current time and no calculation is there.