SLA duration calculation

[test123423]

In servicenow,

SLA duration is calculated from Start time to time stamp when the resolved time is updated/State is resolved.

But I have a field called Resolved time which is a datetime field on my incident form.

Now I want the SLA duration to be calculated from start time to that resolved time , instead of that time stamp.

Currently it is,

[ Elapsed Time ] = [ Time Stamp ] - [ Start Time ]

What I require is,

[ Elapsed Time ] = [ Stop Time ] - [ Start Time ]

[Alikutty A]

Hi,

I am not very clear with your requirement, Did you try updating the stop condition of your SLA to Resolved time is 'not empty'?

Thanks

PS: Hit like, Helpful or Correct depending on the impact of the response

[test123423]

1. I have created a test resolution SLA and I have kept stop condition as above i.e Resolved Time is not empty..

2. I have added two date/time fields on the incident form ( Start Time and Resolved Time ) and I have created an incident..

I have added the resolved time at " 03:01:58 "

So the SLA Stop time should be the same as " 03:01:58 "

3. But it is not showing the same..

It is showing the time stamp value here i.e. " 03:02:22 : as above..

So what I need is I want the stop time to be exactly the resolved time but not that time stamp value..

Hope u understood my question ??

[Alikutty A]

Ideally you should be populating Resolved Time when State is changed to Resolved (This is done OOB). Based on your configuration, the stop time will be the time at which you updated the incident which is being reflected. Is there any reason why you are editing the resolved time?

Thanks

PS: Hit like, Helpful or Correct depending on the impact of the response

[test123423]

Thanks for the reply,

I understand that the stop time is the time at which we update the incident , but do we have any chance to calculate the SLA duration till the resolved time which is entered/autopopulated unlike the time when it is updated ??