How the "SLA Breakdown by Assignment" works and where its schedule is defined

[Servicenow_12]

Hello Team,

When we check the SLA Breakdown by Assignment , there is some time difference between the "Business Elapsed Time " and Actual Elapsed time" .Can anyone please help me on how this is being calculated for each Assignment group.I have checked the respective SLA definition but its not working on SLA definition schedule

[Musab Rasheed]

Hello,

Actual elapse time works 24/7 whereas business elapse time works based on schedule you have chosen hence it is not necessary both should be same, Also check SLA definition what Schedule you have selected and you will understand correctly

Regards

[Servicenow_12]

Hi @Musab Rasheed ,

The SLA schedule is 30hrs duration. Generally the BET will be extended if there are any pauses due to weekends/holidays/off hours. Here, I could see there are no pauses in between , however there is still a time difference between the BET & AET. Please help me on how to check this.

[Musab Rasheed]

I see Schedule is for 30 minutes and not 30 hours . 🙂 see screenshot and also as I said Actual elapse time works 24/7 whereas Business elapse time takes schedule and since Scheduled looks like will run 24 hours but only on weekdays there will be difference because caller's timezone might be different compare to Instance timezone.

[Servicenow_12]

Hi @Musab Rasheed ,

I am struggling here, Actually both the start time and end times are with in schedule .(during weekdays & business hours as defined in OLA definition) .And also no pauses. But still seeing the time difference between BET & AET. are there anything else to consider? or this might be a technical glitch sometimes