SLA breach time and actual elapsed time issue

[caffry]

Have configured the SLA with duration of 5 days, and schedule as 8 - 5 weekdays but the actual elapsed time shows as 19 days.

i need the sla to be breached in 5 days.excluding weekdays

[Tommy SN Sahlin · Accepted solution]

Hi caffry,

this is a very common confusion with SLA Definitions in ServiceNow. When you set Duration to 5 days, it doesn't mean 5 calendar days, it means 5*24 business hours = 120 business hours. Since your Schedule is 8-5 weekdays, it means 9 business hours per day M-F, and no hours at all during the weekend.

So if you are using a limiting schedule (such as yours, 8-5 weekdays) you should rather define your SLAs based on the number of business hours until breach. However, if your schedule is 24x7, it makes no difference - one day is equal to 24 business hours.

If you want your SLA to breach after 5 business days have elapsed, meaning (based on your schedule) that an incident registered at Monday 9 am should breach at Monday 9 am the week after, it means 45 business hours will have elapsed, which is what you should enter as your Duration (or 1 day and 21 hours, same thing, since 24+21=45), rather than the 120 business hours you have specified (by entering 5 days).

cheers, hope that helps  /Tommy