why does Business elapsed time in SLA only show 0?

[Long Duong]

Hi everyone,

Hope you have a nice day!

I have a SLA runs on sc_req_item, the Business Elapse time only show 0. But actually, when the stop condition is met, the Business Elapse time  will show the correct number 4.2%.

Could you kindly help me to clearify this issue? Is it servicenow issue?

Thank you so much!

[Harneet Sital]

Hi Long,

Did you check the attached schedule if it's within the business duration? Also, check the scheduler queue (sys_trigger), if the SLA triggers are getting aren't stuck as that could also cause the slowness in updating the business elapsed % and time.

Hope the answer has helped you, please mark the answer correct/helpful. Thank you.
-Harneet
ServiceNow Certified Technical Architect

[Musab Rasheed · Accepted solution]

Hello,

Generally this happened because SLA doesn't get refresh , SLA get refresh based on scheduled job so go through below link to see under which category your SLA definition falls in, In case you want to see accurate SLA time you need to click on 'Refresh' button in SLA form and also it will update proper SLA once it meets stop condition.

https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/service-level-management/concept/c_ScheduledJobsForSLA.html

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0596023

Mark my answer as correct if that helps

Regards

[Jaspal Singh]

Hi Long,

There is an aysnc BR that runs on Task SLA table that updates the values if there is no update. If there is an update it will update the values at the very moment else async will take care of it.

[Musab Rasheed]

Hello,

If you are fine with my reply, Please mark my answer as correct and close the thread.

Regards