Business duration in incident table

[Saisree Kota]

Hi Everyone,

Can someone help me understand how does the business duration Field on the incident table calculates - is it based on the SLA Defined in the incident (or) the default calendar in the 'sys_calendar' table.

and also how can we understand the timezone of the default calendar.

Thanks,

Saisree

[Shraddha Kadam]

Hello @Saisree Kota ,

In your SLA if you are using Schedule then business duration will be calculate based on it. In addition to that when you create Incident record then click on related link "Show SLA Timeline" and you will get a clear picture.

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !

Thank you

[AndersBGS]

Hi @Saisree Kota ,

In general, if you have an SLA configured for 24 hours, and you have set a schedule to work 8 hours a day, it will complete in 3 days due to 24 hours / 8 hours = 3 working days. So your actual elapsed time will run 24/7, but the business duration will only run during the configured business hours. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards 
Anders