I am trying to understand how the sla business elapsed time is calculated . I observed for some cases when the pause conditions are satisfied the sla goes to pause stage and business elapsed time stops ticking . but in other cases I observed it was still ticking if I refresh the page even though the stage is paused..... Should the business elapsed time be ticking if the stage is paused ? as this leads to sla breach if the case is in puased stage for long period of time ? Is this some issue from servicenow or am I missing something ? Has someone else encountered this ? Please help
Ideally, Business Elapsed time will be paused as well. It is only Actual Elapsed time that continues even in Pause stage. Did you investigate on why so, the Business Elapsed time is not paused for few of records.
Ideally, Business Elapsed time will be paused as well. It is only Actual Elapsed time that continues even in Pause stage. Did you investigate on why so, the Business Elapsed time is not paused for few of records.
Thanks for your reply Jaspal, I was pausing the SLA through BR as we the breach is set to breach on due date , I realzied we need to set pause time and business pause duration in order for business elapsed time to stop ticking
