SLA field on HR Case

[niagarwal]

There is an SLA field on the HR Core Case table.

This field is a percentage type field.

I am unable to find where is the logic for this field population present.

The data looks to be similar to the associated SLA : Business Elapsed percentage

[Alberto Consonn]

Hi,

The Business Elapsed Percentage is calculated on basis of the closed end date and created date of the incident.

It checks the difference between them and calculates the percentage and compares it with the SLA.

Below you will find a very-well done article with explaination of the logic of this field and the difference between Actual Elapsed Time and Business Elapsed Time:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0598456

Hope this will clarify your doubt!

Please, remember to mark Correct or Helpful if you find my response useful.

Cheers
Alberto

[niagarwal]

Hi Alberto,

Thanks for your reply .

I am actually looking at the definition of this field on the HR case table and how is it getting populated.

I plan to introduce an additional SLA on HR case and am worried on what data will this field display .

Any idea ?

[Gowrisankar Sat · Accepted solution]

Hi,

Below is the business rule that you are looking for:

Populate case SLAs

Hope this answers your question.