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.

[Laukik Udpikar]

Hi Tommy,

Attached is the screenshot for a p4 ticket, i'm unable to understand why the actual time is showing 19 days here. Does it take values till the incident is resolved or closed? cause I've put the default 7 days for an incident to move from resolved to closed. Also does the timezone plays any part in this calculation. Please help me understand this earliest. thank you. do mention if you need any more info.

[Tommy SN Sahlin]

Hi Laukik,

Actual time left tells you how much calendar time is left until the SLA will breach. In other words from now until the estimated breach time (which may be prolonged if the SLA is paused). It doesn't care about the status of the task at all.

Business time left tells you how many "working hours" are left until the task will breach. In other words, it considers your schedule, whereas Actual time left does NOT consider your schedule.

Regarding your other question: if you have the default 7 days from Resolved to Closed, you will most likely want to have a Pause Condition saying that the SLA will be paused while the task is in Resolved state. This is standard best practice, and is set OOB for the resolution SLA Definitions in the system.

Timezones may also be a factor in the calculations, if you are using a schedule. It will be determined by which Timezone Source you have selected in your SLA Definition (there are several options to choose from in the dropdown).

Finally, I always make the system adjustment max_unit=hours described in my previous comment, to make the system show all of these times in hours and seconds, since involving days is very confusing to many people. Like in your screenshot above to the right - it is NOT saying that the SLA will breach in 5 days or in 5 business days. It is saying that the SLA will breach in 120 business hours (5 days * 24 hours) which is a LOT different.

If you would like us to look closer at your example above, I'd need to know the Schedule and the Duration you are using in your SLA Definition.

cheers, hope that helps  /Tommy

[Laukik Udpikar]

Thanks for the quick response, really appreciate it. I'm starting to understand this now, here's the schedule and duration, I'd love to know more.

[Laukik Udpikar]

Also how is the breach time calculated?

[Tommy SN Sahlin]

Breach time is:

Start time + duration (applied to schedule) + pause time(s)