The SLA Engine maintains two sets of elapsed timings on each Task SLA record. The Actual fields contain times that are always calculated on a 24/7 basis. These fields indicate the physical time that has elapsed since the Task SLA record was created. The Business fields contain the timings based on the schedule that is associated with the Task SLA record. Schedules define a set of working or business hours.
Elapsed time example:
On the Task SLA record above:
- The SLA Definition named Priority 1 resolution (8 hour) is attached to the Task INC0010001.
- A schedule named 8-5 weekdays is associated with this Task SLA. Start time for this Task SLA is 7:30 AM. That is the time when the Start Condition defined on the SLA Definition matched with the field values on the Task record.
- Actual elapsed time shows that 1 hour 5 minutes 5 seconds have elapsed. This is the physical time that has elapsed since the Task SLA record was attached to the task record.
- Business elapsed time shows 35 minutes 5 seconds have elapsed. That is because the attached Schedule has business hours specified as 8AM to 5PM, so the system calculates Business elapsed time starting from 8AM onwards.
Note: When there is no schedule associated with the Task SLA record:
- For Fuji and earlier releases, the Business values are empty
- For Geneva and later releases, a system property allows you to choose if you want to set the Business values to be the same as the Actual
Note: If your Task SLA has the wrong schedule:
- In Helsinki and later releases, check the setting of the Schedule Source field on the SLA Definition record. This controls which schedule is attached to the Task SLA record.
- In Fuji and earlier releases, go to the SLA Properties module and check the setting: