Actual Elapsed Percentage :Please let us know ?

[nishant_nit]

Hi All,

I am very new to Service Now.I was going through the basic form of Service Now.Please let us me the know the formulae for the calculation for the following two field:

• Actual Elapsed Percentage
• Business Elapsed Percentage

Thanks for your help in future!!.

Regards,

Nishant Raj

[nick_2586]

• Actual Elapsed Percentage
  • Elapsed time percentage without considering schedule.
• Business Elapsed Percentage
  • Elapsed time percentage considering schedule.

Calculation should be something like this:

actual elapsed percentage= ((current time- start time)-pause duration)*100 / SLA duration

business elapsed time = (( current time - start time) - (pause duration + time elapsed outside schedule))*100/ SLA duration

if INC opened at 07:00 am and right now its 07:00 pm (same day) , SLA was paused for an hour from 12:00-1:00, SLA duration is 8 hrs following schedule of 8-5 weekday then the calculation would be :

actual elapsed percentage = (12 hrs - 1 hrs)*100/8hrs = 137.5 %

business elapsed percentage** = (12 hrs - (1 hrs+3 hrs))*100 / 8hrs=100%

        **3 hrs= duration outside schedule i.e 7:00AM-8:00AM & 05:00PM-07:00PM

Hope this helps, you can refer the wiki also.

for more details check Service Level Agreements - ServiceNow Wiki

[nishant_nit]

Hi Nisheeth,

Thanks   for your inputs:

I too found an alternative solution to it :

Where we can calculate the Actual Elapsed timePercentage as : 100-   ((Planned Progress Time-End Time())/(Planned Progress Time - OpenDateTime)*100).

Whereas Business Elapsed Time Percentage can be calculated as:100-   ((Planned Progress Time-End Time())/(Planned Progress Time -( OpenDateTime- paused Duration-(Actual Elapsed Time- Business Elapsed Time)*100).

If the ticket is not closed means the SLA is still running in that case we can take the End time as Now().

Hope it too work fine.Appreciate your Effort !!

Regards,

Nishant Raj

[Inactive_Use307]

Hi how did you get (12 hrs - 1 hrs) in actual elapsed time and in the above example for actual elapsed time what is the current time and start time ?

Please explain