How Business elapsed time and Business elapsed percentage are calculated for the Task SLA?

Alina Pasca
Kilo Contributor

‎02-23-2021 12:06 AM

How Business elapsed time and Business elapsed percentage are calculated for the Task SLA? 

We currently have 4 notifications send at 25%, 50%, 95% and 105% of the SLA Duration, but after the 105% time passed, the Business elapsed time and percentage are not updated anymore. They are updated only when the Task SLA is completed. 

 

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Brad Bowman
Kilo Patron
Kilo Patron

‎02-23-2021 04:54 AM

Hi Alina,

Take a look at whatever Business Rules you have running on the task_sla table.  The out of box one named Run SLA Calculation is a good place to start.  This calls a Script Include named SLACalculator.  I don't know if this is out of box or customized to stop calculations at/around 100% until the SLA is completed, but between the Business Rule script and the Script Include you should find the answer.

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Martin Klimes
Kilo Guru

‎02-23-2021 12:30 PM

Hi Alina,

see under below link how task_sla refresh frequency is changing OOB depending on Business time left of task_sla. I believe that, together with refreshes driven by your notifications will explain refreshes you observe on task_sla:

https://docs.servicenow.com/bundle/paris-it-service-management/page/product/service-level-management/concept/c_ScheduledJobsForSLA.html#c_ScheduledJobsForSLA

You will see whether this helps.

Many thanks,

Martin

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