Business duration vs business elapsed time

[Xi8732]

What is the difference between these two fields? 

[AndersBGS]

Hi @Xi8732 ,

OOTB there is no field called business duration - only business elapsed time which is the total time the SLA has taken until this time, minus any pause duration, within the business schedule used by that SLA's SLA Definition.

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Best regards

Anders 

[Xi8732]

Odd, I've read articles and posts in servicenow regarding business duration.

[AndersBGS]

Hi @Xi8732 ,

Not really, as business duration is still something to take about according to ServiceNow SLA, it’s just not a field by itself. So when talking about business duration or business elapsed time, it actually refer to the same. Business duration refer to the SLA schedule for business hours, where business elapsed time is the actual time spend from SLA start till now within defined schedule.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[Siddhesh Gawade]

Hello @Xi8732 ,

 The Business Elapsed Time in ServiceNow SLA (Service Level Agreement) refers to the actual time taken to resolve an incident or complete a task, excluding the non-working hours and holidays. This is used to measure the efficiency of the service and ensure that the agreed service levels are being met.

values are calculated based on the schedule specified in the task SLA. The schedule is taken from the SLA definition by default.

Note: If no schedule is specified, then the Business elapsed time is the same as the Actual elapsed time.

The Business Duration, is similar to actual business time Actual elapsed time is the total time the SLA has taken until this time.

Please refer some useful SNOW support and community articles as below:

How the Duration and Business Duration calculation works 

Difference between Business Duration and Actual elapsed time? 

Kindly mark the answer ✔️Correct or Helpful ✔️If it addresses your concern.

Regards,

Siddhesh