This is a good example
I have run into many times where the users think that this means that the SLA has been runing for 5 work days, 7 hours and 30 minutes. But the reality is totally different. If this was going to be in work days it should have shown about 14 workdays and 7,5 hours(since we work 8-17). As you tell this to the user you can see how their expression slowly changes shape..
Now, to give the users a better way of viewing this is to put it all into hours instead, not making it change it days when the numbers go over 24 hours. It will only take a few minutes to do and it will save a lot of time in the future, both for you and your users.
This is how you do it.
Go to the field you want to change, right click and choose Configure Dictionary
If you don't have the advanced view, switch over to it.
In the attribute field you type in this: max_unit=hours. this will make the duration field not to show days. You can for example also typ max_unit=minutes, making it show the duration in minutes.
Now. After you updated the field and gone back to the record will will noticed that it also have remove days from the field there.
This is a good indicator that you done everything alright =)
Now, back to the incident and the SLA, it now looks like this:
You can also read more about it here:
Setting the Duration Field Value
That's about it for this time.
//Göran
The calculation of 5 days, 7 hours is correct - if you take a day as 24 hours. I would love to know how to change this into workdays! Is ServiceNow subscribing to the work-life integration theory where it's more important to get the work done than what time of the day the work gets accomplished?
SvaraRaderaThe calculation of 5 days, 7 hours is correct - if you take a day as 24 hours. I would love to know how to change this into workdays! Is ServiceNow subscribing to the work-life integration theory where it's more important to get the work done than what time of the day the work gets accomplished?
SvaraRaderaThis article may be helpful to you too: https://community.servicenow.com/community/service-management/incident/blog/2015/01/07/understanding-my-slas-part-ii--the-difference-between-actual-and-business-elapsed-times
SvaraRaderaThink you miss understood me Will =) or I wasn't good enough to get my story out :) I understand the different between actual and business time. The problem here is that Business elapsed time is 127 hours. And displaying it like 5 day and 7 hours is wrong in my eye, even if that is 127 hours totally.. Lets say your "workday" is 9 hours, then you can easy create a field that takes the hours above(127) and divide it with you "real workday(9hour) and then you'll get the true amount of workdays (14) 8)
SvaraRaderaHeya i am for the first time here. I came across this board and I in finding It really helpful & it helped me out a lot. I'm hoping to provide something again and aid others like you helped me. itunes sign in
SvaraRaderaHi there. I found this article from the SN Community boards. I added the attribute as described and it appears to work on the SLA record. However, when I run a report to calculate the average business duration of a set of records, it still displays in days and hours.
SvaraRadera