Display Business Elapsed Time in hours only

[Harry Campbell2]

Hi Everyone,

Is there any way to display the Business Elapsed Time in Hours only, as an example:

Instead of: 2 Days 3 Hours 14 Minutes

It would show this instead: 51 Hours 14 Minutes

I just think that the way it is displayed at the moment is far too misleading and trying to explain it to every user that asks is a struggle and they never fully understand.

If an SLA Duration is 4 Days and the Schedule is 08:00 - 18:00 then I see it like this:

Day 1: 10 Hours

Day 2: 10 Hours

Day 3: 10 Hours

Day 4: 10 Hours

That's 40 Hours, but is displayed as 1 Day 16 Hours - But has actually been running for 4 Business Days - when users see 1 Day 16 Hours, it just completely confuses them. Either displaying as 4 Business Days or 40 Hours is much more user friendly and I personally think SLA's & Schedules is something that ServiceNow really needs to work on.

Any help/advice would be greatly appreciated.

Many Thanks

Harry

[Harry Campbell2 · Accepted solution]

After a lot of searching I have found this which does exactly what I wanted:

It's Now or Never - A hitchhikers guide to ServiceNow and it's universe: Display duration in hours i...

All I had to do was configure the dictionary entry for the Business Elapsed Time field & add max_unit=hours to the attributes.

Now this field only displays in Hours/Minutes/Seconds.

[Wayne Richmond]

Hi Harry. Hopefully you're still about! I found this post as I was having the same issue as you. I tried the suggestion as per the article you linked to and it does work as described, on the SLA record. However, when I run a report to work out the average business duration of a set of records, it reverts to displaying in days and hours. Any ideas of how I can overcome this?