SLA business elapsed percentage incorrectly showing as 0%Issue SLA business elapsed percentage is not displayed as expected.ReleaseNACauseCustom business rule on task_sla table that is setting/changing the Stop time on the task SLA to a value from a custom field on the incident record.ResolutionChecked the examples provided INC0066275 and task SLA Incident Critique T1 OM I can see that business elapsed time is showing as 0% 08228dc1db9da4506a99a1ea4b96196f SLA definition = Incident Critique T1 OM Start conditions: Category | is one of | Accès Trans, Core and Service, Datacenter, Environment, Radio Access, Transport Location.Tronçon | is | T1 Priority | is | P1 Impact | is not | 5 - Without impact From the audit of INC0066275 Category = Environment at 16/08/2021 16:08:30 Location = CAS-MCO - Troçon = T1 at 16/08/2021 16:24:31 Impact = 1 - critical at 16/08/2021 16:23:45 Priority = P1 at 16/08/2021 16:23:45 ***All the start conditions for this SLA was met at 16/08/2021 16:24:31 The SLA attached here Retroactive start = true Set start to = Impact start date ***From the audit the Impact start date is 16/08/2021 16:09:44 So the start time was set to 16/08/2021 16:09:44 as per the SLA configuration Stop conditions: State is Resolved -or State is closed -or State is Canceled From the audit State is Resolved at 16/08/2021 16:26:31 ***SLA should Stop/Complete here *** The reason why the business elapsed percentage is showing a 0% is because the Stop time is being set to a time before the Start time on the task SLA. Start time 16/08/2021 16:09:44 - this is correct Stop time 16/08/2021 16:00:00 - this is incorrect - the SLA stop conditions matched at 16/08/2021 16:26:31 The difference between Start and Stop time is a negative value of minus 9 minutes and 44 seconds. This is not normal as a task SLA cannot stop before it starts. If stop conditions matched first then no task SLA would have attached at all.Something is setting the Stop time to the unexpected value which is before the start date and before the incident record was even inserted and causing the elapsed time to be a negative value. (Unable to check logs as the record is older than 21 days and also the instance times out when trying to view logs or run sla collector) I see a field on the incident form which is mandatory and has the same value as the Stop time on the Task SLA of 16/08/2021 16:00:00 Incident end date is a custom field - u_incident_end _date From the audit it seems the value is being set manually or perhaps via some scriptIncident end date 16/08/2021 16:00:00 Audit 4 16/08/2021 08:26:31 PST kawtar khaldi I checked for any scripts referencing the field and found these 2 client scripts which look like they are involved in setting the value of the custom field "Incident end date" on the incident recordClient scripts: DVT - Contrôle date de fin https://instance_name.service-now.com/nav_to.do?uri=sys_script_client.do?sys_id=6fe7334c873234106d8da8e70cbb3564 DVT - Date fin > Date début https://instance_name.service-now.com/nav_to.do?uri=sys_script_client.do?sys_id=735eac3687717c106d8da8e70cbb355d I also found this custom business rule which runs on the task_sla table and seems to be responsible for setting the Stop time on the task SLA (end_time) to the value in the custom field on the incident record u_incident_end_time Business rule DVT - Retro SLA https://instance_name.service-now.com/nav_to.do?uri=sys_script.do?sys_id=34c0b810db17a4506a99a1ea4b9619da On task SLA table This custom business rule is changing a value (Stop time) on the task SLA which is usually set by the SLA engine and causing the unexpected calculated values and this is the most likely cause of the issue. Symptom: The business elapsed time is showing 0% because the elapsed time between start and stop is a negative time value. Cause: A negative elapsed time value is calculated because the custom business rule set the Stop time on the task SLA to a value that is before the Start time. The Custom business rule is overriding the Stop time value that is/should be calculated by the SLA engine.