SLA Resolution Definition start date to be the same as the Response SLA Definition start date

[Mark_10]

Hi all,

I have two Incident SLA Definitions, 'Response' and 'Resolution'.

I would like to set the Start date/time of the 'Resolution' SLA Definition to be the same as the Start date/time of the 'Response' SLA definition.

Any idea how this can be done?

Currently on my 'Resolution' SLA Definition I have the 'Set start date' = 'Created' but this is not correct if the Incident is created outside of operational hours and the 'Response' only starts inside operational hours i.e. 08:00 - 17:00.

Hope this makes sense, thanks in advance!

[Community Alums]

Hi @Mark_10,

In the 'Resolution' you need to select 'Schedule Source' as 'No Schedule'. It will run for 24*7.

OR you can define different schedule as per your requirement.

Thanks 

Akash Kishore

Please mark this answer helpful and solution

[Mark_10]

Thanks for this.

We do have a non operational day (Sunday) where the 'Resolution' SLA does need to stop.

How does this work if there is 'No schedule'?

[Community Alums]

Hi @Mark_10 ,

You need to create a customised schedule and schedule entry like below screenshot : 

Thanks 

Akash Kishore

Please mark this answer helpful and solution

[Mark_10]

If I have schedule with a schedule entry (which is what I had), does this then have to be selected in the 'Schedule source' of the SLA Definition?
If not then how does the new schedule get referenced?

Many thanks