Actual/business elapsed time in incident ticket is not updatingDescriptionSymptoms Actual/business elapsed time in the incident ticket is not updating CauseWorking as expected. SLA's do not refresh when incident ticket loads/refreshes, but rather are updated by scheduled jobs.ResolutionFrom reviewing example SLA this appears to be working as expected. When reviewing this, the actual and business times have both updated. Please keep in mind SLA records are not updated in real-time. SLA records are not designed to update when the incident record is reloaded, this is not how they are designed to refresh. These records are updated in intervals depending on the duration time set in the SLA definition record. Please see our docs on this: Scheduled jobs for SLA https://docs.servicenow.com/csh?topicname=c_ScheduledJobsForSLA.html&version=latest As the duration for the SLA mentioned is 8 hours, the scheduled job will only run once an hour updating this task sla record SLA update (breach within 1 day): repeats every hour