Incident or Incident_SLA Business Duration

[Gabriele7]

Hi, I hope you are all well.

Today I have questions to Business Duration on incident and incident_sla table.

1) How is the Business Duration field calculated when state closed is arrived?

I found an Community answer but with the link to wiki but it didn't work.

2) Are there some prequisites ?

At the moment the value is 0 in Business Duration but I closed the incident as admin in the list. Could this the cause ?

Thank you for your help

[Willem]

Hi Gabriele,

The Business duration is the duration within office hours, based on the schedule you have set on the SLA Definition.

Hopefully this helps explain:

Schedules have an impact on the duration specified in an SLA definition.

This impact is reflected in the timings that are taken into consideration while calculating an SLA.

Note: If a schedule is not selected for an SLA, the SLA will run 24X7.

Consider a scenario where you select a duration of one day, which is 24 hours, and a schedule of 9 am to 5 pm, which is 8 hours. The SLA calculation will distribute the 24 hours across three working days of 8 hours each. So a team working on a task associated with this SLA has 3 days to complete the task before the SLA is breached.

Reference: https://docs.servicenow.com/bundle/rome-it-service-management/page/product/service-level-management/...

In this specific case, can you share the SLA Definition you are using (via printscreen f.e.) or check the schedule that is set.

In addition, it will only calculate the time the SLA is 'active' so check any pause condition as well. What is the state of the SLA? And what is the Actual elapsed time on the SLA record?

[Gabriele7]

Hi Willem, 

thank you for your answer. My SLA definition are active and count the business elapsed time. By closing the incident the duration is 0. That is my problem.

Thank you for your help

[Willem]

Hi Gabriele,

So Actual duration is also 0 same as the Business duration? Otherwise it could have to do with a schedule. If a task is logged and solved outside of office hours (outside your schedule) time spend within office hours is 0, so then the business duration of 0 would be correct.

Can you share a print-screen of the SLA record and SLA Definition record?

[Gabriele7]

Good Morning Willem, 

thank you for your reply

I don't a column with actual duration on incident. I find actual start and -end date. There are also empty. I add some screenshots of an incident and SLA

Thank you for your help

Gabriele