SLA : difference between 'Actual time left ' and 'Business time left'

SN Emy · ‎03-15-2019

Hi,

Do you know the difference between 'Actual time left ' and 'Business time left' .

The SLA is 10 days, I set the duration to 80H .

Thanks for help.

Tommy SN Sahlin · ‎03-18-2019

What we've done is change the Duration filed so it doesn't show days, but instead hours. Not exactly what you're asking for, but this takes away a lot of confusion and is enough for us. Also requires no scripting, just adding an attribute.

Baseline, Duration looks like this:

What we do is:

Right-click Duration, select Configure Dictionary
Scroll down to Related Links, select Advanced View
In the Attributes field, enter max_unit=hours

The result looks like this:

hope that helps /Tommy

View solution in original post

sachin_namjoshi · ‎03-15-2019

Please check below results

https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-level-management/reference/r_ElapsedTimeCounting.html

Regards,

Sachin

Tommy SN Sahlin · ‎03-16-2019

Hi Emy,

to put it briefly:

Actual time left is the calender time left until the SLA breaches - not considering your Schedule.
Business time left is the time left until the SLA breaches, considering your Schedule.

Looking at your example above: if you have a Task SLA where 79 hours have elapsed on Friday evening at 6 pm (when your work week ends, according to your schedule), then you'll see it will breach on Monday morning at 10 am (that's when your Duration of 80 hours is reached).

Actual time left is 64 hours (the number of hours from Friday 6 pm until Monday 10 am)
Business time left is 1 hour (Monday morning from 9 to 10 am)

hope that helps /Tommy

SN Emy · ‎03-18-2019

Thanks Tommy,

Right, but my problem is the display of 3 days 8h instead of 10 BDays.

I think I need to write a script to change the display on Business time left

Imane,

sachin_namjoshi · ‎03-18-2019

This is possible with performance analytics scripted indicator source.

You can write scripted indicator source in which you can convert duration into number of hours.

Regards,

Sachin