Understanding SLA times: actual elapsed time and business elapsed timeOverview
Task SLA records are SLA records associated to tasks (such as incidents), based on a relevant Create an SLA Definition.
Task SLAs contain timing information, including Actual elapsed time and Business elapsed time.
Tip: To view the latest elapsed times, use the Run SLA Calculation button on the task SLA form.Actual Elapsed Time and Business Elapsed Time
- Actual elapsed time is the total time the SLA has taken until this time, minus any pause duration.
- Business elapsed time is the total time the SLA has taken until this time, minus any pause duration, within the business schedule used by that SLA's SLA Definition.
Note: If the SLA definition does not use a schedule, Business elapsed time is left blank.
A schedule defined from 9am to 5pm is 8 hours long. If a task SLA starts at 12am, and the current time is 12pm, then the actual elapsed time is 12 hours, but the business elapsed time is 5 hours, and the business elapsed time will only restart at 9am on the following day.
In addition, if a schedule defines an 8-hour working day, a 24-hour business elapsed time equates to a 3-day elapsed time.