Why does business duration for an incident shows 0 seconds for some incidents?

basavarajeshwar
Kilo Contributor

‎04-20-2022 05:47 AM

Hi All

There is an requirement to know why the business duration for some incidents show 0 seconds even if the actual resolution time is around 30 mins.

could anyone please provide me with the cause of this issue as it as an important issue that has occured and has to be addressed very soon with proper justification hence any sort of help would be greatly appreciated.

for reference pictures are attached belowfind_real_file.png

 

 

Preview file
16 KB
0 Helpfuls
  • 985 Views
1 REPLY 1

VigneshMC
Mega Sage

‎04-20-2022 05:54 AM

Business duration depends the SLA schedule attached to the incident . If a incident is created and closed outside a SLA schedule that probably that leads to 0 business duration

 

Below article should be helpful

https://community.servicenow.com/community?id=community_question&sys_id=f0f1d3eddbdcdbc01dcaf3231f961929

Thanks

0 Helpfuls