SLA start condition based on time

Lucien1 · ‎10-24-2016

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 · ‎10-25-2016

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);

View solution in original post

Michael Fry1 · ‎10-26-2016

No problem, glad it work.