Actaul time left in SLA

[raveena2]

Hi All,

How is the actual time left in SLA Calculated?

Regards,

Raveena

[anurag92]

In OOB version, Actual Time left is same as Business time left when there is no schedule selected.

But when a schedule is selected as suppose: 5 days a week and SLA is of 3 days (72 hours), then when an incident is raised on Friday morning at 6, Business time left would be: 3 Days, but actual time left would be: 5 days.

On Saturday morning 6, Actual time would be: 4 days and Business days would be 2 Days.

On Sunday Morning 6, Actual time would be: 3 days and Business days would be 2 Days.

So, Actual time left is Business time left + Day ignored in schedule.

[raveena2]

Hi Anurag,

Thanks ...

I have a business schedule that is from 6 am to 6pm so it runs for 12 hrs per day.

Here the SLA runs for 2 business days that is the duration field will have the value as 1 day .

In this case the SLA will be running form Sun-Thru .

So how will it be calculated still not clear on this.

It would be great if you can help.

Thanks in advance!!

Regards,

Raveena

[anurag92]

What I mentioned was in OOB version. I feel that Task SLA table for your instance has been customized. Actual time should have been: 2-3 days considering your schedule. But i see that there is Planned End date field which is updating the Actual Time left field. So, the OOB rules are not running on SLA calculations for actual time left.

[raveena2]

Thanks Anurag for all your help