Business elapsed percentage in SLA
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02-19-2024 06:32 AM
Hello Community,
Please help me to understand how does the business elapsed percentage works in incident SLA?? for both response and resolution SLA.
Thanks,
Sajal
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02-19-2024 06:36 AM
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.
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02-19-2024 08:04 AM - edited 02-19-2024 08:07 AM
Here you go.
- Response SLA deals with how much time it will take to respond to an Incident i.e. once the incident is assigned to a group, how long it is taking for the group to assign it to an assignee.
- Resolution SLA deals with how much time it is taking for the assignee to resolve the incident once it has been assigned to him.
Example Response SLA
- SLA schedule is Weekdays 8-5 pm
- Duration is 8 hours
An Incident has been assigned to an assignment group on Friday 4PM. So within 8 business hours this incident needs to be assigned to an assignee. Since it got assigned by 4 pm on Friday, this incident must be assigned to an assignee on or before Monday 3PM. (Friday 1 hour & Monday 7 Hours which is called as Business hours). The Business elapsed percentage calculates based on this. (When Business hours is 4 hours it is 50 %, 6 hours it is 75% etc.,)
Same way for Resolution SLA
Thanks,
Narsing
