How Elapsed Time is calculated?

Question

I have a query on Elasped Time. We need to get the elapsed time from servicedesk api /rest/servicedeskapi/request/{issueKey}/sla/ for Time to first response & Time to resolution.

Could you please confirm how the Pause is incorporated into the Elapsed time?

For Example,

Ticket Creation Date = 08/01/22

Blocked Status (Pause from SLA) from 08/05/22 to 10/10/22 In-Progress and Resolved on 10/14/22

Is the pause excluded from the Elapsed time or would the elapsed time be calculated from the Creation date?

Gabriel Viger · Answer

Hey @[deleted]

I don't know if you got your answer but the elapsed time is the total time the SLA has taken until this time, minus any pause duration, within the calendar used by that SLA.

Cheers!