Difference between Duration and Business Duration

[GaneshKumar]

Hello All,

I am trying to fetch the total days an incident has aged till date. So First i would like to know what is the difference between Duration and Business Duration.

And also please tell me which parameter or field name in service now gives me that number ? Thank you in advance !

[anjalichoudhary]

Hi Ganesh,

Business duration is calculated mostly by SLA it is associated with. SLA in turn may have schedules.

So for instance, P4 SLA was attached to ticket & was completed after 4 days then it would check for SLA working hours which may be 8 hours per day so Business duration would then be 32 hours. If we have holiday or in between which is well defined in schedule it would then be 24 hours.

You can refer below links for more details.

1. What is the definition of *business duration* ?? - ServiceNow Express Support

2. Business Duration vs. Duration

Thanks,

Anjali

Hie Like or Correct on the impact of response.

[GaneshKumar]

Thank you Anjali.

The Duration and Business Duration appears blank for an aging tickets and for a resolved ticket the 'Duration' field is displaying the value in minutes where the ticket entire lifecyle is more than days.

Per your answer, were you actually referring to Elapsed Time and Business Elapsed time. And is Elapsed time the field that gives the number of days a ticket aged.

Regards,

Ganesh

[GaneshKumar]

Thank you Anjali

[tim_treacy]

This answer is invalid.
Both links are broken.  The first leads to a URL that Google thinks is too risky to navigate to.  The other one is not a valid record, and just navigates back to the Community homepage.

Given that the primary 'content' are two links that don't work......kinda a useless post.