Business elapsed time shows that the SLA should not have breached

[Brian Lancaster]

I have a 5 business day SLA on sc_req_item table. I know the SLA is configured correctly as I set the due date based on the SLA definition. When we look at the in the sc_req_item_sla table it displays a Business Elapsed time of 4 Day 9 Hours 46 Minutes which would suggested the SLA was achieved. So was is Business elapsed time actually showing me? Below is a screenshot that shows one of the SLA and the created date vs the closed dat which you can see if more then 5 days.

Its not only happening with this SLA so I would guess it is working like this for all SLAs.

[James Chun]

Hi @Brian Lancaster,

Can you share how you configured the SLA definition, but I think the calculation is correct.

I am guessing that 5 business days means about 40 business hours or a bit more.

And the business elapsed time is approximately 105 business hours (4 * 24 + 9 = 105) 

If you divide 105 by 40, you should get a similar number to the business elapsed percentage.

I think your confusion came from Business elapsed time displaying days which doesn't mean a business day.

Cheers

[Brian Lancaster]

Our business days are 8 - 5 so the SLA is configured as 1 day 21 hours which is equal to 45 hours (9 hours x 5 days).

[Brian Lancaster · Accepted solution]

I got the answer from ServiceNow Support. It displays the Business days as per the SLA duration. So 10 Business days with a Monday - Friday 8AM - 5PM is equal to 3 days 18 hours. So the business elapsed time displays the same thing which was causing confusion.