4640 views

Understanding SLA times: actual elapsed time and business elapsed time

Overview

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. 

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

 

Related Links

Article Information

Last Updated:2016-09-23 07:06:02
Published:2015-02-13