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Use exact times in SLA calculations

Use exact times in SLA calculations

When business percentages are used for SLA calculations, they are rounded up to two decimal places.

About this task

As a result, breaches can occur when SLA calculations are rounded up to 100%. You can enable SLA calculations to instead use the business time or actual time left.

For example, a business percentage of 99.951% is rounded up to 100%, which causes a breach.

For more accurate SLA calculations, enable the SLA engine property for using the exact value of the business time left if a schedule is specified or the actual time left if the SLA has no schedule specified.

Procedure

  1. Go to Service Level Management > Properties > SLA Engine.
  2. For the Use field "business_time_left" to calculate breach time instead of "business_percentage" field property, select the Yes check box.
  3. Click Save.