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

[Aaron40]

That should be okay though. ServiceNow will always move the time upwards if it detects 60 minutes or 24 hours. Even though it shows 1 day, it really is a 24 hour time block as Mike mentioned earlier.

[germc]

Thanks guys, Thats a great help.. I was thinking in days rather than hours, Thanks again

[rajiv069]

Hi All,

I understood about the SLA calculation but have same issue with more than 4 days, like if I have a SLA of 5 Business days then as per you the calculation should be 5*24=120 hrs. But how will I define it in the SLA defination because hour is limited upto 2 digit. I have a Service Hour of 10 business hours.

Screenshot is attached, as per the screenshot the SLA is 4 business days so as per the calculation SLA should breach on 15th of April, and actual   time should be 7 days including weekends but it is showing 14 days instead. If you look at planned date and time it is also calculating incorrectly b'cause ideally 15 April should be the end time but it is showing it as 13th April.

Kindly suggest, it is bit urgent.

Thanks

[Pradeep Sharma]

Hi Rajiv,

Please check if your schedule is defined correctly excluding weekends which is defined on SLA defintion.

However I had the same issue earlier in berlin instance and the same thing was working fine in demo. It was solved completely when we moved to calgary.

I will also request you to replicate the same thing on demo instance and check once.

NOTE: If duration is defined as 1 day on SLA Defintion = 3 business day in service now

as per the schedule defined.

Please let me know if you have any questions.

Thanks

Pradeep Sharma

[rajiv069]

Hi Pradeep,

Thanks for your response, even I have checked in the Demo015 instance but same issue is there.

When you faced this issue were you using the same demo and same version (berlin)?

Thanks