Task sla Business elapsed time' is greater than 'Actual elapsed time
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03-18-2026 02:25 PM
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
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03-18-2026 04:54 PM
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
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03-18-2026 08:54 PM
Hi @NiranjanP
It could be human error - where SLA has been manually paused.
Check this thread:
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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03-19-2026 11:53 AM
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?
