Business Elapsed time is greater than actual elapsed time

[Abhiram8]

Hi Team

I see, there are few cases where 'Business elapsed time' is greater than 'Actual elapsed time' in SLA (SLAs breakdown by Assignment) related tab of an incident form. Any idea on what could be the reasons?

Generally it will be the opposite case, but i am seeing above scenario for few incidents.

[jaheerhattiwale]

@Abhiram8 Please check the conditions to start SLA for both. Those must be different.

Please mark as correct answer if this solves your issue.

[Abhiram8]

Hi @jaheerhattiwale Checked the conditions, for the same sla definition, we are seeing these 2 different cases.

1. Where is business elapsed time is less than actual elapsed time (this is as expected)

2. business elapsed time is greater than actual elapsed time (this is behaving weird). in (SLAs breakdown by Assignment) tab.

Thanks

Abhiram

[jaheerhattiwale]

@Abhiram8 Please open the task record. In related list you can find the SLAs

Please open and check start time stop time then you will get some idea.

Please mark as correct answer if this solves your issue.

[Abhiram8]

Hi @jaheerhattiwale 

not on task sla tab, 

its on 'SLA breakdown by assignment' tab. I have checked conditions but nothing specific to the above scenario