Task sla Business elapsed time' is greater than 'Actual elapsed time

[NiranjanP]

Hi all,
I'm seeing a weird issue for few Sla's, where  'Business elapsed time' is greater than 'Actual elapsed time'.
Did anyone notice this kind of behavior? how this could happen?
This sla has a 24*7 schedule with the caller's time zone. 

Thanks

[lauri457]

It is very likely that this is the result of user action or some customization. Business_pause_duration is schedule aware and pause_duration is not and these are the basis of the elapsed calculations,

You'd need to provide more context about your issue

[Tanushree Maiti]

Hi @NiranjanP 

It could be human error - where SLA has been manually paused.

Check this thread: 

https://www.servicenow.com/community/developer-forum/business-elapsed-time-is-greater-than-actual-el...

[NiranjanP]

Thanks for the response @Tanushree Maiti 
Could you please explain, what does human error means? And what does that mean SLA has manually paused? 
Even though SLA is PAUSED how does that effect Business elapsed time/Actual elapsed time?