Problem Record end to end Turn Around Time

[Prem Singh]

For Problem SLA - which column do i need to add in order to determine the duration or turn around time (TAT) for the problem record means the duration of the time taken from Opened until Completed. 

Table used is Problem_SLA. 

[Arav]

Edited

Hi,

You may want to use "Business Elapsed Time" field as that accounts for the pause conditions and schedule you have applied on the SLA record. I hope you have the right start, pause, and stop conditions setup on the Problem SLA configuration record.

"Actual elapsed time" is the total time the SLA has taken until this time minus any pause duration.

Please mark the response as correct if this answers your query.

Thanks,

Arav

[Prem Singh]

Thanks Arav , apparently i tried those 2 fields in the column as highlighted below 

Business/Actual Elapsed time only gives me the duration of 12 mins which is the SLA duration taken into account of the pause state.

The problem record was opened on 19th Aug and considering today is 24th - I should see 5 days XX hours XX mins (TAT) instead. But doesnt seem to be the case.

Also attached the SLA pause/stop conditions for reference

[Arav]

Hi @Prem Singh ,

I see what you are looking for now. Please note that I have also edited my earlier response to bring in extra clarity and to make a correction.

Btw why is the total time of any significance ? I don't think SLA records track that.

Thanks,

Arav

[Prem Singh]

Hi Arav, 

The significance is to on productivity measurement - end to end time taken.

Thanks for the replies.