Lunch break time in SLA definition

spracntgw · ‎06-19-2017

Hi all,

How can I calculate lunch time break in SLA definition?

I would like to set SLA from 9:00 to 18:00, and I set lunch break between 12:00 and 13:00.

Best regards,

Tomoaki

andrewpilachows · ‎06-19-2017

Could create an exclusion schedule for 12:00-13:00.

Then have it as a child schedule on your 9-6 schedule. You would reference the 9-6 schedule for your SLA.

andrewpilachows · ‎06-19-2017

Could create an exclusion schedule for 12:00-13:00.

Then have it as a child schedule on your 9-6 schedule. You would reference the 9-6 schedule for your SLA.

spracntgw · ‎06-19-2017

Thanks Andrew!! I can configure in your way. Will try and test this.

Brian Dailey1 · ‎06-19-2017

Hi Tomoaki,

You would want to:

Create a default schedule for your normal working hours.
(See here for doc on creating schedules: Define a schedule)
Add your two time spans to it, 09:00-12:00 and 13:00-18:00.
Make sure your SLA definition has this schedule selected (in Helsinki, this is shown as "Schedule source").
(See here for an explanation: Schedules within SLA)

That should be all you need. Try it out, and post back if you have any questions.

Thanks,

-Brian