SLA Workflow SLA Percentage Timer Elapsed vs Business

[jlaps]

We are currently using the default SLA Workflow that has the SLA Percentage timers triggering at 50-25-25 for notifications. As a business, we are using the BUSINESS ELAPSED TIME and not the ACTUAL ELAPSED TIME, but the workflow seems to trigger off ACTUAL ELAPSED TIME, which is causing confusion with notifications triggering 'early' with weekends and holidays.

I see nothing in the workflow or activity that would allow changing the behavior of this timer... is there a way that I am missing to change this up so it calculates off the BUSINESS ELAPSED TIME to match up our notifications, or do I need to change the notifications to comply with the activity?

[Tony Chatfield1]

Hi, as far as I am aware the 'SLA Percentage Timer' activity allows for any SLA definition schedule and I do not recall this being an issue, also checking PDI and another instance I have access too I do not see this behavior with schedule being included in SLA calculations/notification triggers.
Have you checked\confirmed that your SLA defection schedules are correctly configured.
Are you using the 2011 SLA engine?

[jlaps]

My fault for not clarifying. Our SLA notifications that are being triggered, reference the BUSINESS ELAPSED since that seems to be the most appropriate at first glance. These SLA timer activities though, use the ACTUAL ELAPSED. So what is happening is that the ACTUAL hits 50%, triggers the notification, and the notification shows the BUSINESS ELAPSED at like 30% or whatever, and people are wondering why they are getting it.

That is because the ACTUAL is 50%. I do not see a way to change the activity timer to use the other timer, so we might just have to change the notification to show the ACTUAL ELAPSED so it at least makes sense why its being sent.

I was hoping there was a way to have the activity timer use the other duration for BUSINESS ELAPSED.