Custom "SLA Duration Type"

[toneyvecchio1]

Hi Community, I had a tricky SLA Requirement I have not been able to figure out and hoping others might have insights.

Two tricky requirements

1. End of Business Day, for example P5 has 10 days, breaching at end of 10th business day. The SLA Definitions have "by 4pm of next day" but these are sysid fields and I haven't figured out where this might be customized to include other X day duration.

2. SLA Starts beginning of next business day - This one seems even more challenging, if ticket meets conditions at 2pm on Monday, SLA should not start until next business day at 8AM start of day.

For #2 I am thinking I might have to set a future date on ticket and SLA might.. retroactive on that future date? Ugh, terrible requirements.

Anyone have experience or insights on this challenge i've been struggling with?

[Tony Chatfield1]

Hi, if you look at the scripts for relative durations  'cmn_relative_duration.list'
you should be able to create a new duration of your own for x days @ 4 pm.
For SLA starts next day you will need to have some very clear rules, then look into a custom duration script or perhaps all that's needed is a BR to calculate the start date and set it on insert.

Regards Tony

[Tony Chatfield1]

Thinking about it a little more I don't know if I'd consider '2. SLA Starts beginning of next business day' to be a valid scenario.
Would you not be better just to treat it as a variation on '1' and utilize another custom duration, if logged after 2pm due time is XX:XX next business day?
Delaying the start time seems to be a little twilight-zone

Regards Tony

[Pritam Mangrulk]

Hi 

Please check below article related to SLA duration type which might be useful:

https://glidecenter.com/create-a-new-duration-type-for-sla-definition/

Thanks,

Pritam