SLA start condition based on time

[Lucien1]

Hi all,

I have a requirement to measure a vendors SLAs and have come into a bit of a problem. the criteria is as follows

1. They have 2 sets of SLA hours: Core hours are 07:00 - 19:00 and have a 30 minute response SLA. 19:00 - 07:00 and have a 45 minute response SLA

2. They always the team that create the incidents so I need to build this on the basis on when we assign them the incidents.

When I assign them an incident, both SLAs attach but only 1 clock runs.

What I am trying to achieve is that the SLAs only get attached to the incident if the incident is assigned to them during the set hours. 07:00 - 19:00 OR 19:00 - 07:00

Has anyone done this? If so, how did you get this working and can you share it.

Thanks all for your help.

[Michael Fry1]

Here's a thread with similar request: SLA Triggered based on off working Hour and working hour

[Lucien1]

Hi Michael,

Thanks for the thread, I have gone through it and have tried to implement it, I have had to modify it slightly (as we do) but it doesn't seam to run as what I was expecting.

function onBefore(current, previous) {
   //This function will be automatically called when this rule is processed.
   var schedRec = new GlideRecord('cmn_schedule');
   schedRec.get('name', "WP VSLA");
   gs.addInfoMessage('line 5 script run');
   var sched = new GlideSchedule(schedRec.sys_id);
   if(!sched.isInSchedule(new GlideDateTime())){
   current.u_business_hours = 'true';
   gs.addInfoMessage('line 9 script run');
   }
}

When I run the script to see if it flags field it fails and I am just not seeing where I am going wrong.

Can you let me know your thoughts.

Thanks for your help so far.

Lucien

[Michael Fry1 · Accepted solution]

I tried this and it worked:

(function executeRule(current, previous /*null when async*/) {

      var schedRec = new GlideRecord('cmn_schedule');

      schedRec.get('name', '8-5 Weekdays');

      gs.addInfoMessage('Checking against schedule: ' + schedRec.sys_id);

      var sched = new GlideSchedule(schedRec.sys_id);

      if(sched.isInSchedule(new GlideDateTime())){

              gs.addInfoMessage('in schedule');

              current.u_business_hours = 'true';

      }else{

              gs.addInfoMessage('not in schedule');

      }

})(current, previous);

[Lucien1]

Hi Michael,

Thank you for your help with this, it worked well and does everything I needed.

Kind regards,

Lucien