· If any priority 1 incident created and Updated it should be full filled within 1 working day

[Dr Atul G- LNG]

Hi @kadaprasann 

• An incident is never "fulfilled"; it is always "resolved." The fulfillment process applies to service requests, whereas incidents follow the lifecycle of Created → In Progress → Resolved → Closed.

• Definition of "1 Working Day": It depends on the business rules. It could mean:

  • 24 hours (if calculated in real-time, without business hours)
  • 9 hours (if following a standard 9-hour workday)
  • 8 hours (for an 8-hour shift-based working day)
    Always clarify with the business what "working day" means in your specific SLA setup.

• Resolution Time Depends on the Assignment Group: The platform cannot enforce the resolution itself but can track and notify how much time is left before breaching the SLA. You can create a Resolution SLA for Priority 1 incidents and configure it to operate on a 24x7 SLA schedule, ensuring high-priority incidents are always monitored.

[Ankur Bawiskar]

@kadaprasann 

you can configure SLA for this.

What's your concern and challenge here?

If my response helped please mark it correct and close the thread so that it benefits future readers.