Incident SLA for resolution

[Mayur Patil2]

Hello Developers,

I am working on SLA for Incident for P2. Below screenshot shows how i have created SLA for P2.

SLA Defination : Priority P2 resolution (2 business days)

Schedule: 8-5 weekdays excluding Singapore Holidays

In Related list of Schedule we have Schedule entries and Child Schedule.

Schedule Entries: Monday-Friday 8-5

Child Schedule : Singapore Holidays

Here if you see in 1st screenshot there is message on top "An SLA starting now will breach on 2024-09-02 09:00:00 (Actual elapsed time: 68 Days 19 Hours 56 Minutes)".

Here I want to understand though I have selected duration as 2 days and Schedule as 8-5 business day exluding singapore holidays then why the Actual elapsed time is showing "68 days +" .

Developer if you can help to correct my SLA so that Actual elapsed time should be 2 days only.

Thank you.

Mayur

[Ravi Chandra_K]

Hello @Mayur Patil2 

Your schedule entry says it should work from 8 to 9. Which is one hour. So everyday, it only works 1 hour.

2 days means 48 hours. Excluding holidays and weekends it will take 68 days. 

Change the timings in Schedule entry. I guess it should be something like 8am - 5pm

Please mark this Answer as helpful and correct if helped.

Kind Regards,

Ravi Chandra

[Mayur Patil2]

Hi @Ravi Chandra_K ,

Thank you for your solution. I have updated my schedule as per your given solution i.e. 8am to 5pm.

After making changes now it is showing Actual elapsed time to be 7 days. Please find screenshot below for reference. 

There it should be 2 days only. Please help me if i did mistake somewere else.

[Ravi Chandra_K · Accepted solution]

Hello @Mayur Patil2 

2 days is 48 hours. 

The schedule excludes weekends, and per day it runs approximately 8 hours, so 2 days will run for 7 days.

Please mark this Answer as helpful and correct if helped.

Kind Regards,

Ravi Chandra