Business Elapsed Time on Task SLA

[SaiVasanth]

Hello,

I've a question related to "Business Elapsed Time". I understand the theory behind this field however, I need to know how this field is actually populating the value. Because I need to replicate this behaviour (considering the SLA schedule and pause time) with the state changes.

For example, I've a Scheduled SLA (6-6 weekday) on Problem table, as of now the "Business Elapsed Time" is calculating automatically in the backend and populating the value. So I need to create one more field say "Business Elapsed Time Resolved" and need to calculate the time between the Problem Created and Problem Resolved Times.

Can someone help me to take this forward!!

Regards,

Vasanth.

[HIROSHI SATOH]

Since the "change in state" has not been explained in detail, I cannot give a specific answer, but I think that if you split the SLA into two, you can solve the problem by recording and adding up each separately.

[SaiVasanth]

Glad to see your response!!

To explain clearly, I need to populate the custom field with the time taken between a Problem Opened and Problem Closed and minus if any pause duration is there in between.

[HIROSHI SATOH]

Is it something like this?

SLA1: From when the issue is opened to when it is closed

SLA2: From when the issue is stopped to when it is unstopped

So,

SLA1 - (total of SLA2) = actual working hours