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:

Service target - P2 (cancelled)	Service target - P1 (new)
Description: Priority 2 = 2 Hour Service Target: Resolution Time = 2 Hours Qualification: Priority = 2 Measurement: Start: Status = Opened Pause: Status = Pending Stop: Status = Closed	Description: Priority 1 = 1 Hour Service Target: Resolution Time = 1 Hour Qualification: Priority = 1 Measurement: Start: Status = Opened Pause: Status = Pending Stop: Status = Closed

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:

Scenario	Result
Service target P2 of Resolution Time type is applied. The clock is paused for 5 minutes. Priority 1 is changed to 1 to apply service target P1 for which clock status is running. P2 service target gets cancelled.	After new service target P1 is applied to a record, the time spent by the record when the clock was paused (5 minutes) is considered in calculating the elapsed time.
Service target P2 of Resolution Time type is applied. The clock is paused for 5 minutes. Priority is changed to 1, which applies Service Target P1, for which the clock status is paused for 3 minutes. Priority 1 is changed to apply Service Target P1, for which the clock status is Running. Service target P2 is cancelled.	After the service target P1 is applied, the time spent by the record when the clock was paused (5 + 3 minutes), before and after the service target is applied, is considered in calculating the elapsed time.
Service target P2 of Resolution Time type is applied. The clock is paused for 5 minutes. New service target P1 of Resolution Time type is applied, but it does not satisfy any of the clock conditions (Start, Pause, or Stop). The clock is started after 3 minutes.	In the preceding scenario, for the calculation of the elapsed time of new service target P1, the time spent by the record in the paused state (5 minutes) before the new service target is applied is considered. Because the record status does not satisfy any of the clock conditions configured for service target P1 (Start, Pause, or Stop), the time for which the clock was not started (3 minutes) is not considered in calculating the elapsed time.
Service target P2 of Resolution Time type is applied. The clock is paused for 5 minutes. The priority is changed, so the service target is cancelled. New service target P1 with the same service target type is applied after 10 minutes.	After 10 minutes, if a new service target is applied, the time (5 minutes) spent when the clock was paused is used to calculate the elapsed time for the applied service target. In this case, the time spent by the record when no service target was applied (10 minutes) is not used to calculate the elapsed time.
Multiple service targets (three of Resolution Time type and one of Response Time type) are applied with individual paused durations. All service targets are cancelled. A new service target of Resolution Time type is applied.	The paused duration of the last cancelled Resolution Time type service target is used to calculate the elapsed time of the new service target.

Note

For all the preceding scenarios, if the Use Opened Date instead of Current Date to recalculate Due Date check box is selected but Use paused duration of a cancelled SLA to calculate the Elapsed Time check box is not selected, the paused duration is not considered in calculating the elapsed time of the new service target.

How elapsed time of a service target is calculated

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