Business duration display in Task SLA
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‎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.
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‎04-01-2025 12:29 PM
Hi @rashmita1
Business duration cannot be shown in bits and pieces; it will display the full duration.
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‎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.
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Best regards
Anders
Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/
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‎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