SLA's & Business Days

[david_walters]

The out of the box relative duration 3 business days by 4pm, I take this to mean that a record created on a Thursday at 9:48 am should show has having 3 days left in the Business Time Left field. However, it shows the business time left as 1 day 11 hours 17 mins.

This implies to me that the "days" in the relative duration are days regardless of the type, i.e. there is no distinction between business days as defined in the schedule and real 24 hour days.

Defining Relative Durations - ServiceNow Wiki states that "Business days have the same 24-hour duration as calendar days unless a schedule is defined". I am using a schedule.

So, why does the business time left field show as 1 day 11 hours 17 mins rather than 3 days?

Here's the duration that's being used:

--- start ---

// 3 business days by 4pm if before 10am

var days = 3;

// If the current time is after 10:00, add another day

if (calculator.isAfter(calculator.startDateTime, "10:00:00")) {

    days++;

}

calculator.calcRelativeDueDate(calculator.startDateTime, days, "16:00:00");  

--- end ---

and I've attached some screenshots to show what else is in use.

[Michael Fry1]

David . . .it would appear that you have everything correctly setup. Not much left to check, but please review SLA Properties. There are a couple settings under there to check.

• Use the following schedule (calendar) for SLA: (set to The SLA)
• Use the following time zone for SLA: (set to The SLA definition)
• Use field "business_time_left" to calculate breach time instead of "business_percentage" field: (check Yes)

[david_walters]

Thanks, Michael.

All those settings are enabled. However, we have multiple callers and ITIL users in multiple time zones, therefore, shouldn't the time zone setting for the SLA be set to the callers time zone? The scheduled used in the SLA has the timezone set as floating.

thanks,

David

[Michael Fry1]

Yes but I was just making sure that timezone wasn't causing the problems.

[david_walters]

Thanks, Michael.

I think it's that I just need to look at actual time left.

Thanks for your help.

- David