Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.
Versions
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store
Close

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.

This site is scheduled for a small content update on Tuesday, December 18th, between the hours of 4:00pm and 8:00pm Pacific Time (Dec 19 00:00 – Dec 19 4:00 UTC). Access to this site may be slightly delayed during that time.