What is Business Resolve Time and how it is calculated - Support and Troubleshooting

What is Business Resolve Time and how it is calculated Issue  Query What is Business Resolve Time and how it is calculated

Response Business resolve time is calculated mostly by SLA it is associated with. SLA in turn may have schedules. So for instance, P4 SLA was attached to ticket & was completed after 4 days then it would check for SLA working hours which may be 8 hours per day so Business duration would then be 32 hours. If we have suppose one holiday in between which is well defined in schedule it would then be 24 hours.

In other words : Business resolve time is the time from open to resolve, in regards to the primary SLA calendar. So if your Calendar is 8 hour day M-F, and a incident opens start of M and resolves end of W, it would display as 24 hours. On the other hand, the resolve field would display 72 hours, because it is raw time not taking into account calendar.

Documentation to review : https://docs.servicenow.com/csh?topicname=c_ResolveTime.html&version=latest