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

vimal909 · ‎01-20-2015

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 · ‎01-20-2015

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.

View solution in original post

E_19 · ‎03-20-2018

Hi Michael,

Thanks for the info on the SLA scheduled jobs. I have SLAs running with schedule and scheduled entries and eventually the Business elapsed time and business elapsed percentage will populate but I cannot figure out the exact trigger.

As far a the above I am led to think it is when one of the above SLA update job runs which ever qualifies is this correct?

If so is there a way to lets say after record state change or update to fire the script to recalculate Business elapsed time and business elapsed percentage as our end users is requesting this.

Many Thanks,

Ellie

Michael Fry1 · ‎03-20-2018

There is a system property - glide.sla.calculate_on_display - that should be set to true, if it isn't already.

As for business time, it should update whenever SLAs update.

JeremyHoffman · ‎12-09-2022

Michael, thank you for this post. I know it is old, however, we were having similar issues with HR Case Management...using 8-5 schedule and while the time was calculating in the background, it was not being displayed right away on the HR Case record (Task SLA related list), it would eventually show up. I updated the above system property to be true and submitted a case. Presto...the timers were updating real time. Thank you!

- Jeremy