SLA calculation on Service Now

[kelechi]

Hi all,

Please i have just finished defining my SLA metrics and targets. What I am confused about is how service now does the calculation.

A P3 incident logged today 2018-04-10 at 11.00am with a 2 day SLA target will elapse 2018-04-17 14:03:12 (Actual elapsed time: 7 Days 3 Hours)? 

Please how is this calculated. my daily SLA schedule is 8.30am - 17.30pm. See screenshot

[Sagar Patro · Accepted solution]

It is very simple.

Service Now calculates the SLAs based on a schedule. The SLA duration is the full time to wait for the breach.

8.30 to 17.30 is 9 hours

2 days = 48 hours

10/04 11:00 to 10/04 17.30 = 6 hours 30 mins.

+

11/04 = 9 business hours

+

12/04 = 9 business hours

+

13/04 = 9 business hours

+

14/04 = 0 business hours(weekend)

+

15/04 = 0 business hours(weekend)

+

16/04 = 9 business hours

+

17/04 8.30 to 14.00 = 5.5 business hours

TOtal = 48 hours.

If you are trying to set the duration to 2 business days then set the duration to 18 hours and you would get the right result 🙂

Please mark it correct and helpful if it was.

[Munender Singh]

Hi,

The SLA is calculated based on the schedule,aso,if your Schedule is 8.30am - 17.30pm,and the SLA is for 2 days i.e. 24 hrs in total.

So,excluding the weekend(if excluded in your schedule) & the 'pause' conditions of your SLA then,24 hrs will be completed by 2018-04-17 14:03:12.

For more information:cisit the servicenow website

Regards,

Munender