Join the #BuildWithBuildAgent Challenge! Get recognized, earn exclusive swag, and inspire the ServiceNow Community with what you can build using Build Agent.  Join the Challenge.

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
  • 834 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