business duration calculation
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎02-01-2024 01:16 AM - edited ‎02-01-2024 01:17 AM
Is there any field on incident which shows the time duration of ticket creation to resolved (new to resolved) excluding on hold states ?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎11-06-2024 05:24 AM
Did anyone work out here if there is a field in the incident table that measures end to end from opening to resolved of an incident and then takes out all of the time an incident was on hold? I thought business duration did this but as we dig deeper our numbers are not reflecting the ticket history. Can anyone help confirm?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎11-22-2024 01:37 PM
It sounds like we are having a similar if not the same issue.
We recently implemented SLAs/OLAs across all our assignment groups.
We are seeing that Business elapsed time + business pause duration do not equal Business Duration.
It seems most are an hour off but we've also see 45 minutes, 3+ hours and occasionally some are correct.
Is this what you are seeing?
Anyone else seeing this?
If so, did you get a resolution?
Any help anyone can offer is much appreciated.
Best,
Rachel
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎11-25-2024 02:17 AM
Hi Rachel
The only thing we have found now is business elapsed time but that works on each SLA an incident attracts and as we operate across multiple contracts etc we are unable to get an end to end measure that takes out the time an incident is paused.
I don't have a resolution. My internal ServiceNow team is not sure such a measure exists and I have tried every single one with duration or time in it... It seems strange that actual duration would measure end to end regardless of incident state and then there would not be another field that would measure end to end and take into account incident state.
As you say if anyone can offer any other help then great but for now we are a little stuck.
I presented these stats up to our CIO as we always thought business duration was measuring end to end minus on hold it was only when he said he liked it and set us targets and we started working with the resolver groups we found this was not measuring what we had always believed...
I'm really not sure what to do next.
Sally
