Task SLA has the Business elapsed percentage greater than the Actual elapsed percentage.


Description

Task SLA has the Business elapsed percentage greater than the Actual elapsed percentage.

Resolution

This is expected in some cases.

Business elapsed time cannot be greater than Actual elapsed time but the Business elapsed percentage can be greater than the Actual elapsed percentage because time is absolute but percentage is relative.

For example:

Consider an SLA with duration as 2 hours and using as '9am-10am Mon-Fri' schedule.

If this Task SLA has Start time as 9 am on Friday, then it will have Breach time as 10 am on the following Monday.

At 10 am on Friday, the Task SLA will have:

Actual elapsed time = 1 hour
Actual time left = 72 hours (Breach time - Actual elapsed time without any schedule)
Business elapsed time = 1 hour
Business time left = 1 hour (Breach time - Business elapsed time using '9am-10am Mon-Fri' schedule)

Now if you calculate the Actual elapsed percentage, then it will be (Actual elapsed time)/(Actual elapsed time + Actual time left) = 1/(1+72) = 0.01%

The Business elapsed percentage will be (Business elapsed time)/(business elapsed time + Business time left) = 1/(1+1) = 50%