Duration Clarification for SLA's

[adamrauh]

Hey guys,

I believe this is correct, but just for clarification -

Via the wiki, concerning the duration field (in defining SLA's), it says:

"Note: The number of days specified in this field is converted to 24-hour blocks. If the Schedule field identifies a schedule with eight-hour days, a duration of 1 Day sets the SLA to breach three business days later"

Defining an SLA - ServiceNow Wiki

But - if we were to just use hours, they would only count down as hours (against the an 8hr workday schedule) correct?   Therefore:

40 hrs (40:00:00 hrs in SLA) ='s 5 business days (8 hr days)

vs.

5 days (5 days in SLA) ='s 5x24='s ='s 120 / 8 ='s 15 business days (8 hr days)

So, it makes more sense to write it out in hr's (40) if we're using 8 hr days vs 1 day 16 hrs (24hrs+16hrs='s 40)

[gyedwab]

I would always put it in hours, just to avoid confusion. What you've written is correct -- putting in 5 days will lead to 15 business days.

[Jim Coyne]

I find this is one of the things that trips people up the most as it is not very intuitive.   I always tell my clients to work with and enter it in hours - SN will automatically convert it into days and hours for you.

So if you have a 4 business day SLA, just think of it as 4 x 8 (or 9, whatever it is) hours and enter that number in the hours portion of the field.   So when you enter 32 and save the record, 1 day and 8 hours will now show up in the field.

The trick is to not think of the "days" portion of the field is equivalent to a working day - as the wiki states, it's just a block of 24 hours, that's all.