Correct SLA Definition for Resolution | Catalog Task

chatsaurav19 · ‎08-15-2023

Hi All,

I need to define a Catalog Task SLA like this:::

- Duration Type : User Specified Duration

- Duration : 4 Days ( 8 hrs. a day which means 32 hrs. plus excluding Holidays && Weekends)

I have configured it like this below, so if I raise today it should show the 'Original Breach Time' to be '2023-08-21' but it is showing as '2023-08-29'.

Can someone please help me rectify?

Thanks and Regards,

Saurabh Chatterjee

AndersBGS · ‎08-15-2023

Hi @chatsaurav19 ,

That is what I thought, but just needed the timestamp to confirm 🙂

The reason that it's showing 15 days for actual time left is due to the calculation:

5 days (the duration)

24 hours (hours in a day)

8 hours (the defined schedule)

Which refers to:

5 x 24 = 120 / 8 = 15

If you would like the SLA breached to be 5 working days = 40 hours (8 hours a day), you need to set the duration to "1 day and 16 hours".

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best regards

Anders

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View solution in original post

AndersBGS · ‎08-15-2023

HI @chatsaurav19 ,

Please share a snip of your schedule configuration in the sla definition - it looks like something is wrong there.

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

best regards

Anders

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

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

chatsaurav19 · ‎08-15-2023

Hi @AndersBGS ,

Please find below:::

Thanks and Regards,

Saurabh Chatterjee

AndersBGS · ‎08-15-2023

HI @chatsaurav19 ,

Can you please also share your SLA configuration as below w(screenshot from my PDI):

Furthermore, are you and your instance following US timezone or floating based on location?

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

best regards

Anders

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

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

chatsaurav19 · ‎08-15-2023

Hi @AndersBGS ,

Please find it below:::

We are following US/Central time zone

Thanks and Regards,

Saurabh Chatterjee