How to configure 2 different SLAs for morning and afternoon

[shabbir5]

Hi All,

I got a new requirement , that is to create 2 different SLAs 

one is for morning SLA , when someone create SLA before 12PM , then one SLA will be attached and that should have breach time till the current business day

second one should add when the incident create after 12pm , and this should have breach until the next day..

How to achieve this?

PLease help

Regards,

Shabbir Shaik

[Dr Atul G- LNG]

Hi @shabbir5 

You can add a condition like this:
Create two SLAs with different 'Created' times to handle the logic accordingly."

[Community Alums]

Create 2 SLA definitions with conditions as Incident created (trend) after 12 PM and another one with incident created before 12 PM .

[Peter Bodelier]

Hi Shabbir,

You can create something like this for the next business day:

Then duplicate the Duration type, and make your changes for the current business day, with the condition before noon hour.

[shabbir5]

Hi Peter ,

Thank you for the prompt response , can you please help me on the below query

We have different schedules and different Time zones on SLA's. So here we have 2SLAs created as Morning and Afternoon, when a caller raise an Incident before 12pm the Morning SLA will trigger here and the breach time is same end of business day. 

When a caller raise an Incident after 12pm the afternoon SLA will trigger and it should breach on end of next business day.

for eg: The Sla's schedule is 8-6pm excluding holidays for both Morning and Afternoon SLA's

, When caller created a Incident on 17-06-2025 before 12pm , Morning SLA will trigger So For Morning SLA's the breach time is 17th of 6pm. 

When caller created a Incident on 17-07-2025 after 12pm , Afternoon SLA will trigger So For Afternoon SLA's the breach time is 18-07--2025 of 6pm. 

Please provide the inputs on this. 

Regards,
Shabbir