How we can calculate business elapsed time from servicenow incident_sla table ?

[AndersBGS]

Hi @somya-gupta25 ,

If you get a difference based on your SLA calculation and your custom calculation, are you then confident that it is the OOTB SLA calculation that is wrong? How is this configured and how is your script scripted for calculation? 

[Mark Manders]

The ServiceNow business elapsed time on the SLA record is based on the elapsed time of the ticket, taking the given schedule and pause conditions into consideration. You will need to share your own calculation and information from the task_sla record for us to tell you where the difference is coming from. 
The fact that you are calculating something manually and get a different outcome, means that either something isn't set correctly in the SLA definition or you are missing something in your calculation. 

[somya-gupta25]

Hi Mark, 

Can you please let me know  where is that business elapsed time calculation happend in incident_sla table ?

Because I check Business Rule , i didn't find any relevant business rule for this calculation .

Thanks in Advance

[Mark Manders]

That's not a BR, that's the SLA engine. And you can't change anything there. Again: you will need to share your own calculation and information from the task_sla record. Without that, we can't tell you what is different between your calculation and the SLA calculation. As mentioned: The fact that you are calculating something manually and get a different outcome, means that either something isn't set correctly in the SLA definition or you are missing something in your calculation. 

[somya-gupta25]

Thanks , I got the solution from SLA timeline . 

Thanks for your response.