SLA - Duration END of Next Business Day

[Anil74]

Hi All,

A Response and Resolution SLA should be configured with a duration of END of Next business day .

My Schedule is 8-5 Weekdays and When a ticket is created today at any point of time, the SLA duartion should be till 5:00 PM next business day.

Cutsomer needs a SLA which breaches End of next business day, but for resolution SLA they need PAUSE conditions ( in case they are waiting for some additional customer information or something else) too.

Example : If a incident is logged @ 10:00 am on 2018-08-22, the duration should be till 5:00 pm 2018-08-23 --- i.e technically duration is 16 hours. If incase agent paused the ticket after 2 hours , then we still have 14 hours left for the incident to be solved.

If a incident is logged @ 3:00 pm on 2018-08-22, the duration should be till 5:00 pm 2018-08-23 -- i.e technically duration is 11 hours. If incase agent paused the ticket after 2 hours , then we still have 9 hours left for the incident to be solved.

Any suggestions?

Thank you all.

[James Gragston]

Hey Anil,

Based on your requirements, it looks like you need to define a relative duration. This allows you to script a dynamic Start and End time for your SLA's.

**see these docs for more info**

https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/service-level-managemen...

https://developer.servicenow.com/app.do#!/api_doc?v=madrid&id=r_DC-calcRelativeDueDate_GDT_N_S

1) Create a new Relative Duration [cmn_relative_duration] record:

**You said this should apply at ANY time during the day but if your requirements change, you may want to put a check into your script**

var days = 1;

// If the current time is after 5pm, add another day
if (calculator.isAfter(calculator.startDateTime, "17:00:00")) {
   days++;
}

calculator.calcRelativeDueDate(calculator.startDateTime, days, "17:00:00");

You can now choose this Duration type from the dropdown on your SLA record:

Once you set your Start, Pause, and Stop conditions, your SLA's  should work as intended.

**Pause condition should be based on state of record (ex: 'On Hold')**

I'm on an Eastern time zone and my SLA started 3 minutes ago (14:13:29)

I have 11 hours and 42 minutes left (9 hours for tomorrow's workday plus the 2 hours and 42 minutes left in todays workday).

Hope this answer helped or solved your problem. If so, please mark it as such. Thanks!

James Gragston | Developer at CloudPires


5721 Dragon Way | Suite 118
Cincinnati, OH 45227
CloudPires.com