SLA Timer Configuraiton

Nenad Berbatovi
Tera Contributor

2 hours ago

Hello,

 

I configured SLA Timers for incidents, and I can see it works in SLAs and Timings widget of Record Information sidebard option. 

 

Regarding the Resolution SLA, I think what is shown is Actual Time Left. For me it's important to have Business time left ( as I have schedules configured and do not consider 24/7 working day).

 

Is there any chance (and how) to change what is measured and shown in this widget?

 

Regards,

 

Nenad

 
 

 

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suraj sengar
Giga Guru

50m ago

@Nenad Berbatovi - You’re right — the Resolution SLA timer shown in the SLAs and Timings widget is based on actual elapsed time by default, not business time. That’s why it looks like it’s counting down continuously, even outside of your defined schedule.

Why It Shows Actual Time
The widget uses the SLA Timer API and by default displays the time left in real hours/minutes.

Business schedules (like 9–5 weekdays) are respected in SLA calculations, but the widget doesn’t automatically switch its display to “business time left.”

Options to Show Business Time Left
Customize the SLA Timer Widget

Clone the SLAs and Timings widget in Service Portal.

Modify the client script to use the GlideDuration API with the SLA’s business schedule.

Example:

javascript
var duration = new GlideDuration(sla.business_time_left);
data.businessTimeLeft = duration.getDisplayValue();
This way, the widget shows business time instead of raw elapsed time.

Use SLA Properties

SLA records store both actual elapsed time and business elapsed time.

You can expose the business_time_left field in your widget or UI action.

Reporting Alternative

If you don’t want to customize the widget, you can build a report or dashboard that shows SLA progress in business hours.

Use the Task SLA table (task_sla.business_duration) for reporting.

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