Is it possible to adjust the 'Business Elapsed Time' to calcualte as 11 hours = 1 Business Day?
Our business hours are 7a-6p M-F excluding holidays. So business days are 11 hours long based on the schedule applied to the SLA.
When you pull the business elapsed time into the report its calculating 24 business hours as 1 business day instead of 2 days 2 hours (bc business days are 11 hours)
You can see this based on the below screenshot. ‘13hours’ should have actually added 1 business day and 2 hours once it hit 11 hours.
This incident was opened on 11/6/20. This screen shot was taken on 11/30/20 so all calculations are based on the 11/30 date.
The calculation should be a slightly over double what the report is showing.
5 days = 120 hours
+ 13 hours
+ 42 min (.7 of an hour)
= 133.7 business hours/11 (1 business day) = 12.15 Business days
Any insight as to how to calculate this for reporting woudl be much appreciated.
Hi,
Unfortunately your attached screenshot isn't loading but the business elapsed time is based on the SLA definition schedule. The "Actual elapsed time" is 24x7. Actual and business elapsed times.
Does your SLA definition have a schedule defined?
Kieran,
Yes, it has a schedule. Monday - Friday 7a-6p and a child schedule for holidays.
Here is the screenshot of Bus Elapsed Time from the orig post:
You will have to create custom column to convert business elapsed time as per configured schedule.
Configure business rule to do perform the calculations like below
Regards,
Sachin
