Time taken for Incident to resolve in task_sla table

[Nisha30]

Hello COmmunity,

in task_sla table we have fields such as - Actual Time elapsed, Business time elapsed, etc, which one shows how much time an incident took to get resolved because the field 'Has Breached= false' denotes that incident has met SLA .

Thanks

[Mayur2109]

Hi @Nisha30 ,

• Actual elapsed time is the total time the SLA has taken until this time, minus any pause duration.
• Business elapsed time is the total time the SLA has taken until this time, minus any pause duration, within the business schedule used by that SLA's SLA Definition.

For more understanding refer below KB article.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547270 

Please check and Mark Helpful and Correct if it really helps you.

Regards,
Mayur Shardul

ServiceNow Rising Star 2024

[Nisha30]

Hi @Mayur2109 

so can we consider- Business Elapsed Time - as the time a specific 'SLA definition' has taken because that specific SLA definition has specific condition to trigger.

Thanks

[Mayur2109]

Hi @Nisha30 ,

If no schedule is specified, then the Business elapsed time is the same as the Actual elapsed time. This can be disabled by changing the com.snc.sla.always_populate_business_fields property to false in the SLA Engine. When this property is set to false, the Business fields will be 0 or empty.

For more understanding refer below thread which explains with example how Actual Time elapsed & Business time elapsed are calculated.

https://www.servicenow.com/community/itsm-forum/difference-between-business-duration-and-actual-elap... 

Please check and Mark Helpful and Correct if it really helps you.

Regards,
Mayur Shardul

ServiceNow Rising Star 2024

[Nisha30]

also in the article i might be missing something the example shown - business time elapsed should be 3 hours not 5 hours the incident is created at 12 Am the SLA clock starts 9 AM and if it is 12 PM now it is 3 hours not hours