SLA- "actual elapsed time" is not getting updated

[gargharshdeep]

In the task_SLA related list. The "actual elapsed time" is not getting updated. Its only getting updated when SLA is stopped ? Can anyone help on this

[sasi5]

Harshdeep,

Do you got any update on this.. I'm also facing the same issue..!

The elapsed time is getting updated only after the SLA is breached. Till then it is showing 5 second/11 seconds or some random timings.

Any help here ?

[marcguy]

These SLAs are not updated dynamically, because it would cause too much overhead on the system, there are a few scheduled jobs which are set to run various times of the day, depending on how close to the breach time the SLA is.

Service Level Agreements - ServiceNow Wiki

There is also a UI Action to get the most up-to-date timings on the task_sla record itself, but otherwise you can wait until the job runs which will depend on how long left.

[sasi5]

Hi,

Many thanks for your response.

Yes I checked the OOB scheduled jobs and I found this is SLA Properties.

I Made this blank and   the elapsed time is getting calculated.

But I   making this field blank, will calculate the elapsed time for breached incidents also and will eventually slow down the system. Is that so?

[marcguy]

Well depending on what type of numbers your generating in your instance, but yes in theory leaving this blank may lead to long running SLA calculcation jobs in the future if you have lots of records to calculate each time.