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Description

Task SLA records are associated to task records, such as incidents, based on their relevant 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. 

 

Example


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.

 

Video Tutorial

Additional Information

SLA elapsed time measures

Troubleshooting service level agreements (SLAs)

Understanding SLA Conditions

Article Information

Last Updated:2019-12-05 05:24:49
Published:2019-12-05