SLA for differenet employees form different company

[21051769]

I have to configure a sla response sla for two different companies with different calendar.

• Response SLA:
  • Assign a case: 4 business hours (excluding biweekly Monday and Tuesday per payroll calendar).
• Resolution SLA: 3 business days.

How do we exclude biweekly monday and tuesday.

[Gummagatta Hars · Accepted solution]

Hi @21051769 ,

This Response SLA can be achieved by following below steps.

1. First create a schedule 24*7 or business days (ex Monday to Friday)

2. Now Create another schedule with the name biweekly exclude or something similar > In the schedule entries related list click on New button  and select 2nd , 4th monday, tuesdays of a week for every month for next few years

3. Now open the schedule created in step1 and under child entries add the bi weekly schedule created in step 2.

Let me know in case if any further information is required.

Accept the solution and mark helpful if it has help you.

Thanks,

Harsha Gummagatta 

[21051769]

Thank you this is working fine.