SLA "Actual Elapsed time"

[arb]

My SLA timer is set for 00:04:14 yet it gives random Actual Elapsed Times?

1. Yet the "actual elapsed time"   sometimes stops at 3 mins or sometimes 4 mins yet still in progress?

2. Additionally once I do hit a stop condition by closing the incident the correct Actual elapsed time is shown?

3. So As you can see below its only after I "close" / "stop" the time does it show correct elapsed time as below.   Prior to closing it will display ~ 4 min?

[Chuck Tomasi]

If I understand correctly Adam, the duration is when you will breach the SLA (in your case 4 minutes 14 seconds)

The actual elapsed time is how much time it actually took according to the start/stop/pause conditions to elapse.

While I can understand the 14 minute one being breached, the 3 minute one is a little less clear.

[arb]

Thanks for the reply

I think the problem is similar to

Actual elapsed time not geting updated properly for breached task_sla records

The issue is that the "14Minute" example got stuck at the "4 minute" In Progress point   it didn't update to the true elapsed time of 14 till I stopped the timer?

See example below it starts at 11:27:15 and elapse time is correct   2 minutes

Then "elapsed time gets stuck at   4 minutes   and breach is true that's ok   but it stops reporting elapsed time?

After I stop the sla timer it   then updates elapsed time? to the   7 minutes which is correct.   Its as if it stops reporting elapsed time once the breach is reached?

[Goran WitchDoc · Accepted solution]

Depending how near it is to breach or if it has breach, it will be updated differently. OOB it's like this:

SLA has default scheduled jobs to regularly refresh the time calculations on each active task SLA.

• SLA update (breach after 30 days): repeats every 5 days
• SLA update (breach within 1 day): repeats every hour
• SLA update (breach within 1 hour): repeats every 10 minutes
• SLA update (breach within 10 min): repeats every 1 minute
• SLA update (breach within 30 days): repeats every day
• SLA update (already breached): repeats every day

Note: By default, the SLA update (already breached) scheduled job will calculate either for up to one year after it was breached or if 1000% of its allocated time is breached. You can set this maximum actual elapsed percentage value property in the SLA Engine properties.

Scheduled jobs for SLA

There is also a property that you can set to make it update when you look at the record in a form, to always have the latest numbers when you scroll down to the SLA related list. It's called "glide.sla.calculate_on_display"

SLA Engine properties

//Göran

[arb]

Thanks!!!!   that worked I set glide.sla.calculate_on_display to true   awesome!