Business elapsed time

[Balakrishna_ABK]

I have requirement:

To track time taken from open to resolved states of tickets excluding on hold reasons and non business hours.

I have two options:

1. To use 'business elapsed time' of task_sla but not sure whether 'business elapsed time' run even sla is breached and in other conditions.

2. To modify OOB metric on incident table "Create to Resolve Duration" which shows entire duration but it will not take onhold reasons and non business hours into consideration.

Please suggest better solution.

[PrashantLearnIT]

Hi @Balakrishna_ABK ,

This KB Article link might help you - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547270

[Balakrishna_ABK]

Hi @PrashantLearnIT , you haven't shared any link .

[Amit Pandey]

Hi @Balakrishna_ABK 

Please refer to following KB Article-


https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547270

Regards,

Amit

[Danish Bhairag2]

Hi @Balakrishna_ABK ,

I would suggest the metric option would be best suited here as it will automatically calculate the duration for u in each state the only thing what I would suggest differently is do not modify OOTB metric instead create a new one which u require as per ur need. This will also help while performing instance upgrade.

Thanks,

Danish