Query related to SLA

[Saritha7]

Hello Team , 

My requirement is 

1.New field to be created - Business Elapsed Duration - It should not include pause duration 

2.New field to be created - Business Pause  Duration  -It should include pause duration 
 

and for both fields ,  it should exclude weekends and holidays.
 

My doubt is like whether just creation of a field and Business Rule will work for this scenario or  can  we do with  SLA Configuration .Could anyone please let me know ?

Thanks in advance !

[HrishabhKumar]

Hi @Saritha7 ,

For your requirements, using ServiceNow's SLA (Service Level Agreement) configuration would likely be the most appropriate solution. Here's how you can approach it:

1.Business Elapsed Duration Field:

• You can create a new SLA definition with the appropriate conditions to calculate the elapsed time excluding weekends and holidays.
• Configure the SLA to track the duration from the start to the end of the business process, excluding any pause durations.
• Map this SLA to the field you've created for Business Elapsed Duration.

2.Business Pause Duration Field:

• Similarly, create another SLA definition, but this time include pause durations.
• Configure the SLA to track the duration including pauses but still excluding weekends and holidays.
• Map this SLA to the field you've created for Business Pause Duration.

Thanks,

Hope this helps.

If my response proves helpful please mark it helpful and accept it as solution to close this thread.

[Mark Manders]

What is your exact requirement? The Business Elapsed Time on the task_sla records will tell you exactly what the duration was. You can exclude holidays and weekends through the attached schedules and put pause conditions in the SLA condition if needed (or if not needed).

You say your requirement is the creation of two new fields, but you are describing the solution. What is the exact requirement? Do you need these fields on the form? If so, why? Through SLA's you will have them on the related list. Using custom fields in combination with business rules, will be tricky, because it will only update on an update. Or is it only to be calculated for closed tickets?