Business duration display in Task SLA

[rashmita1]

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.

[Dr Atul G- LNG]

Hi @rashmita1 

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

[AndersBGS]

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.

[AshishKM]

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