In the SLA When was start the business elapsed time, what are conditions it takes

[prudhviraj1]

When was start the business elapsed time, what are conditions it takes start and stop the business elapsed time

like state is New to Resolved

@Ankur Bawiskar

[AndersBGS]

Hi @prudhviraj1 ,

please elaborate on your query - your question is not very clear?

if my answer has helped with your question, please mark my answer as accepted solution as an accepted solution.

Best regards

Anders 

[SwarnadeepNandy]

Hi,

Start Condition and Stop Condition field of SLA Definition calculates the entire time (task_sla).

If the Start Condition is state=new (timer will start when the incident state reaches new, or if the incident in created in new state, incident will be attached immediately)

And If the Stop Condition is state=resolved (timer will stop when the incident reaches state resolved.)

Now,

• Actual elapsed time is the actual time elapsed for the incident to reach from state=new to state=resolved. Actual elapsed time values are calculated on a 24x7 schedule.
• Business elapsed time is the time calculated within the schedule that is defined. Business elapsed time values are calculated based on the schedule specified in the task SLA. The schedule is taken from the SLA definition by default.

For eg: Incident created on 1st April 2023, 1:00hr in state New and resolved on 2nd April 2023 1:00hr.

Actual Elapsed Time - 24hrs

Business Elapse Time - 8hrs (considering work schedule for the Agents are 9:00hr to 17:00hr)

This URL will help you for details understanding - https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/service-level-manag...

Best Regards,

Swarnadeep Nandy

[prudhviraj1]

Hi Swarna Deep,

I have a doubt, Incident created 01st April at 10am and resolved at 10:30am and directly the state was changed to New to Resolved, now what is the Business elapsed time taken 

[SwarnadeepNandy]

Business Elapsed time depends on your schedule defined. Open the SLA Definition and check for the schedule value.

Now, as I mentioned in my example, if the schedule is from 9 to 5, then in that case, for your example Actual Elapsed time is same as Business Elapsed time, that is 30mins.

Thanks,

Swaradeep Nandy