Actual Elapsed time Showing seconds as it does not carry forward the previous time

[Saranya Babu1]

Hello Team,

We have issue in production in which we have SLA configured in such a way that based on priority SLA will get attached.Customer is expecting the final SLA it should have cumulative pause duration as well actual elapsed time. Is this functionality existing in ServiceNow?

[Vasantharajan N]

@Saranya Babu1 - There is no OOTB functionality for your requirement. You may consider defining the Metric definition to provide you the cumulative duration for the task_sla records. 

[Saranya Babu1]

How they can do a reporting for case how much time they have worked?

[Vasantharajan N]

@Saranya Babu1 - If you wanted to know the total time spent by team excluding the "Pause" duration then you can apply the formula Total elapsed time (this runs 24X7 irrespective of the time window is within the SLA schedule or not) - Pause duration.

If you are looking for something else please do let the community know. 

[Tanushree Maiti]

Hi @Saranya Babu1 

OOB  ServiceNow automatically calculates and populates both the Pause Duration (cumulative time on hold) and the Actual Elapsed Time.

• Actual Elapsed Time / Business Elapsed Time: The total time the ticket has been active, excluding any paused time.

• Pause Duration / Business Pause Duration: The cumulative total duration the SLA spent in a paused state

Refer:

Actual and business elapsed times 

Understanding my SLAs Part II - The Difference between Actual and Business elapsed times