How to adjust/report Business Duration?

[stephaniewillet]

While I understand that ServiceNow calculates the business duration, could someone guide me on how to have it read another way.

Currently, it reads as 24 business hours = 1 day; meaning three 8 hour business days get summed up into being read as one day.

Actual duration won't work for my users because it includes weekends and exclusions, so if the 3 business days wraps around a weekend for an SLA it would show 5 days.

How can I pull the data to read those three 8 hour business days as 3 days?

Side note:

I built a schedule as needed to count Monday-Friday, 8 hours a day, excluding holidays for the SLAs that I am trying to create reports for. The SLAs show the correct breach date/time examples as required by my users.

[Michael Fry1]

What if you created a new field that divided the number of business hours by the number of hours in your schedule to = the number of days. Maybe do the calc in a business rule when the ticket is Resolved?

[stephaniewillet]

I'm not sure that is what I'm looking for.

Is there a way that I can define a business day as 8 hours rather than 24?

[israel62]

Hello Stephanie!

In order to do that you need to set up an SLA definition and follow these steps:

1) Define SLA

2) Got to "SLA Definition"

3) Select the SLA to Review

4) Select Schedule source = SLA definition

5) Assign schedule = 8-5 weekdays excluding holidays

6) Save

Please see below image as reference

7) Create a report

😎 Select table: Task SLA

9) Add conditions:

a. Task -> Number Start with INC

b. Task -> Active is True

10) Make sure you have selected Business elapsed time

11) Run report

Please see below image as reference:

Note: The field "Business elapsed time" will show you the information that you are requesting

Source: https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/service-level-managem...

[stephaniewillet]

Israel,

When I pull a report of a ticket that falls under my SLA with your directions, the business duration still reads 1 day = 24 hours.

How can I force that to read 1 day = 8 hours?