Displaying Business Elapsed Time in Days as 'Day = 10' hours (sched) rather than a 'Day = 24 hours'
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-31-2024 08:32 AM
Hi folks,
I've seen question raised multiple times but I've yet to see a workaround or solution. Our 'customers' want their reports to show the business elapsed time so that a day represents the number of ours according to their schedule rather than one day always
Monday 8-4
Tuesday 8-4
Wednesday 8-4
Currently, if a ticket is opened at 6:00 AM on Monday and closed at 6:00 PM on Wednesday, the our leadership would like our reporting to show that the business elapsed time is 3 days.
Presently, ServiceNow reports this as 1 day.
Is there a way to make this happen without the need to make a custom field and adding it to every form or report?
(It would be great if the "Day" were a variable rather than a Constant of 24 hours.)
Thanks,
Adam
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-31-2024 12:21 PM
Hello, have you looked at the Task SLA to change the business elapsed time:
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-07-2025 09:21 AM
Also having the same ask from leadership. Our schedules run 06:30 - 18:30 so: (2) 12 hour business days within SN get reported as 1 day. Leadership and our clients have said this is confusing and not easily grasped when looking at large amounts of tickets and in reporting. Is there any known way to update the formatting so that days are aligned with our schedule?
