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SLA Active Duration Field Blank - How to calculate days to complete case including business days - no code

Posted on by 5 User Group Leader


Regarding Case SLAs, we have a no code requirement to calculate number of business working days as a whole number to use in views and charts, either:

  • From SLA start date to today, if the SLA is still active
  • From Start date to a custom completed on date field, if the SLA has completed.

Of course I can do this easily with a calculated field if not considering business days. 

But as we need to calculate business days, I have seen a new field on the SLA, released in Oct wave 2022, called Active Duration (mins). In theory this seems like it could work however, strangely it seems to work for some SLA KPI Instances but not all. On some it is populated fine, but on other it is just blank, and no apparent reason why. 

Has anyone come across this issue and know why it does that? I can't really use it as a solution if it works intermittently. 

Alternatively, does anyone know of any other no code solution to ensure we can meet this solution?

Many thanks.

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