How elapsed time of a service target is calculated
This topic describes how elapsed time is calculated when a service target with paused duration is cancelled and a new service target of the same type is applied to an incident, task, or problem.
If your system administrator has selected the Use paused duration of a cancelled service target to calculate the Elapsed Time check box, the paused duration of a cancelled service target is used to calculate the elapsed time of the new service target that is applied.
Note the following important points about the calculation of the elapsed time:
- If the Use paused duration of a cancelled SLA to calculate the Elapsed Time check box is selected, this selection goes into effect only if the Use Opened Date instead of Current Date to recalculate Due Date check box is also selected.
- The paused duration is added to the new service target only if the service target type of the cancelled service target and the new service target is the same. For example, if the service target type of both service targets is Resolution, the paused duration is used to calculate the elapsed time of the new service target.
- The Target End Date of the new service target is calculated depending on the paused duration of the cancelled service target and the support hours of the new service target.
Consider the following example in which a service target is cancelled and a new service target is applied:
The following table provides examples of how the elapsed time is recalculated in various scenarios in which the Use Opened Date instead of Current Date to recalculate Due Date and Use paused duration of a cancelled SLA to calculate the Elapsed Time check boxes are selected:
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