SLAs

[germc]

Hi folks,
Im pulling my hair out over these SLAs.
We have our SLAs set up like the example below:
3 Day SLA with a schedule of 9-5
I have attached the Task SLA bar with an example of a 3 day SLA attached and it is not what we want to see at all.

The current date/time at the moment is 17/10/13 @ 19:18
Start time is 14/10/13 @ 15:02:53
Business time left is 2 days 2 hours 2 minutes (This surely cannot be correct as the 3 days have now passed)
Business elapsed time is 21 hours 57 minutes (surely this should be over the 3 days since we have passed the SLA - should be around 24 hours since the schedule is 9-5)
Has Breached is false (again since the 3 days have now passed this should be true)
Planned end time is 25/10/2013 (since the start time was 14/10 shouldnt this have been 17/10?)

I have also attached a picture of the 3 day SLA with the fields as it is set up.
Duration is set to 3 days

Is there a way to change these?
What we want is if an SLA is 3 days then it breaches after 3 days.
We want the planned end time to calculate the end time as 3 days later.
We want the time left and elapsed time to calculate correctly and the sla timer to start and pause at 9 and 5pm respectively.
I hope this all makes sense.
Thanks a million

[germc]

I have also attached a picture of the 3 day SLA with the fields as it is set up.
Duration is set to 3 days

[Mark Stanger]

I haven't looked at this extremely closely, but my guess is that you're mis-interpreting what 3 days means in your SLA definition. 3 days means 3 24-hour periods, or 72 hours. This is calculated against your schedule so 3 days would mean 9 8-hour periods...and then you need to exclude weekends so this SLA would run for almost 2 full weeks before breaching.

If you want a 3 day SLA on a 9-5 schedule you should set it for 24 hours, not 3 days.

[germc]

Hi
I have tried setting it to 0 Days 24 Hours 0:0:0 but when I save it, it defaults back to 1 day (instead of 3)

[Mark Stanger]

That's fine, 24 hours equals one day. ServiceNow will always do that. The bottom line is that whenever you're dealing with SLAs or schedules in ServiceNow, it's easiest to think if things in terms of total hours rather than days of duration.