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

[SN Emy]

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]

In your SLA Definition you have set Schedule source to "Incident field". Is that really your intention? It means that the schedule for an SLA will be different for each incident, depending on a Schedule value provided in the "CI schedule" field of the incident. Nothing wrong with it if that's what your business requirements are, but the most common (and used in all the OOB definitions) is to set Schedule Source to "SLA Definition", in other words the schedule is set in the SLA Definition itself.

[Laukik Udpikar]

You're correct. That is the business requirement; I'm used to using "SLA Definition" that I missed on this part. Thank you so much for all your help. Stay safe.

Regards,

Laukik. 

[Tommy SN Sahlin · Accepted solution]

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