SLAs for Security Incident Response Elapsed Time is 0

rcarmack1 · ‎03-15-2023

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 · ‎03-16-2023

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

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Best regards

Anders

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AndersBGS · ‎03-15-2023

Hi @rcarmack1 ,

To give you the best possible answer, can you please share your SLA configuration.

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Best regards

Anders

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rcarmack1 · ‎03-15-2023

SLA configurations are attached.

AndersBGS · ‎03-15-2023

Hi @rcarmack1 ,

Thanks for the attachments - What about duration type and Schedule source? And if specified schedule source is defiled, what is the schedule configuration utilized?

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

Best regards

Anders

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Anders

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rcarmack1 · ‎03-16-2023

Schedule source: SLA Definition (I didn't modify this option, and not sure how selecting a SIR field would impact this scenario).
Schedule: 24/7