Creating SLAs for different days of the week

[Sarah Barnes]

Please can someone advise - we have the same SLA criteria, however the opening hours are different on the Sunday. 

What is the best way to handle this - have a schedule with 2 different Schedule entries as in Mon - Sat & then Sun. 

We have set them up as 2 different SLAs one Mon - Sat with a Schedule and a 2nd Sun only - with the opened trend on Sunday as a condition. 

We are finding that both SLAs are running on the Sunday and so therefore this condition or the Sunday SLA is not correct. 

Can any one advise if they have done this for themsleves and that the Breach times also work as expected - eg if created on a Sunday at 8pm and the SLA is paused at 9pm, then it will restart at 8am the following day on a 12hr SLA, 

Will wait for any help people cangive

[AndersBGS]

Hi @Sarah Barnes ,

Mu initial thought is (as you also describes) to create one SLA monday - saturday, and a similar only on sunday. Off course the start condition and the schedule needs to be very specified according to your requirement.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[Sarah Barnes]

Thanks for replying Anders, we have resolved the issue within the Schedules and that appears to work without the need for a 2nd SLA definition. 

[sabrinavilla]

Hi Sarah,

I have the same needs, could you explain how you solved it?

I have the same sla from Monday to Thursday and a different sla for Friday.

Thank you. 

[AndersBGS]

Hi @Sarah Barnes ,

Great to hear that you got the query resolved. Please remember to close the question and post the resolution, so others can benefit from the solution that you made.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders