SLAs for Security Incident Response Elapsed Time is 0

[rcarmack1]

I created a few SLAs for Security Incident Response.  The SLAs appear to start, as they activate the SLA workflow.  However, the "Business time left", "Business elapsed time", and "Business elapsed percentage" always seem to be 0 on every SIR.  Any ideas?

[AndersBGS · Accepted solution]

Hi @rcarmack1 ,

Could you please try to remove the schedule source and the schedule. If you just leave it as shown below, it will still count 24/7/365.

Furthermore, I also found this article which explains something similar to the experience that you have: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0996566

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

Best regards

Anders

[rcarmack1]

Thanks @AndersBGS - this resolved our issue.  The timers are now working as expected.