Duration for SLA definitions

[Venkat122]

Hi All,

I am looking to create SLA definition for 3 business days with schedule 9 AM - 5 PM.

So, If I give duration as 3 days then the breach time is setting to 9 days.  For 3 days the hours are 3*24 = 72 hours, considering 8 hours 72/8 = 9 Business days.

So, I tried giving 3*8 = 24 hours, i.e 1 business day. So, in the duration I gave as 1 Day. Then, it's working but the problem I am facing is that in the reports when I calculate on Business duration field in task sla it's giving 1 Business day equivalent 3 days is creating confusion. 

Please guide me on how to address this challenge.

[Mahendra RC]

Hello @Venkat122 

Yes that is expected because over here your business day is of 8 hours and hence the SLA is running as per your Business days and not on actual time. Because if the business day will show 3 business days on SLA it will be miss leading. Suppose the Incident is resolved in 10 hours so the business elapsed time will show 10 hours and not 1 business day (i.e. 8 hours ) and 2 hours. Because this will not be consistent across the SLAs. In some SLA where the 1 Business day is say 10 hours and if the Incident is resolved in 10 hours then over here for this SLA if it show 1 business day (i.e. 10 hours). So, how someone looking at the business elapsed time on both SLA will come to know what 1 business day stands for here on that specific SLA.

SLA 1 : Incident resolved in 10 hours but it is showing 1 business days 2 hours 

SLA 2 : Incident resolved in 10 hours but it is showing 1 business days 

So if you want in this case on your reporting may be you can use Actual elapsed time.

[Venkat122]

Hi @Mahendra RC 

Thank you for the response 

I can't use Actual elapsed as this assumes 24 hours a day.

I would like to have business elapsed time shown as 1 day but this should assume only 8 hours or 9 hours based on the schedule attached to the SLA definitions. Could you help me on this?