Use exact times in SLA calculations

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • When business percentages are used for SLA calculations, they are rounded up to two decimal places.

    Before you begin

    Role required: admin

    About this task

    As a result, breaches can occur when SLA calculations are rounded up to 100%. You can enable SLA calculations to instead use the business time or actual time left.

    For example, a business percentage of 99.951% is rounded up to 100%, which causes a breach.

    For more accurate SLA calculations, enable the SLA engine property for using the exact value of the business time left if a schedule is specified or the actual time left if the SLA has no schedule specified.

    Procedure

    1. Go to Service Level Management > Properties > SLA Engine.
    2. For the Use field "business_time_left" to calculate breach time instead of "business_percentage" field property, select the Yes check box.
    3. Click Save.