Business duration display in Task SLA

rashmita1
Tera Contributor

‎04-01-2025 12:21 PM

If  the Incident is created on Day 1 at 6:30am and closed on Day 2 at 10:00am in a 7am to 7pm custom schedule how to display the Business duration on Task SLA to show as 1 day for Day 1 and 3hrs for Day 2.

0 Helpfuls
  • 568 Views
3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

‎04-01-2025 12:29 PM

Hi @rashmita1 

Business duration cannot be shown in bits and pieces; it will display the full duration.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

AndersBGS
Tera Patron
Tera Patron

‎04-01-2025 01:12 PM

Hi @rashmita1 ,

 

 this is not how business duration works. basically it will show as 15 hours business duration due to 12 hours day 1 + 3 hours day 2. So basically, it will show as one total sum.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

AshishKM
Kilo Patron
Kilo Patron

‎04-01-2025 01:47 PM

Hi @rashmita1 ,

The default SLA calculattion calculate the hours based on selected schedule. You can add some customization and record the business duration in term of days ( day1,day2.... dayN) if required.

 

Approach:

  • Create custom table.
  • Create schedule job ( or use workflow /flow ) on task_sla table with calculation logic day wise.
  • Run the job @00:00 daily for active incidents.

Also, refer the other reply from @AndersBGS and @Dr Atul G- LNG

 

-Thanks,

AshishKM

 

 


Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution
0 Helpfuls