Different SLA Schedules for same Priority

[akshaymakkar]

I want to create two SLAs based upon the Incident Response and resolution. My Business hours are Monday-Friday 6 AM - 6PM.

If a P1 Incident is created within the Business hours (till 5:59:59 PM)) then its response time should be 15 min and resoultion time be 4 hours but if P1 Incident occurs post Business hours

Monday-Sunday 6:01:00 PM - 5:59:59 AM then its response time should be 30 min and resolution time be 8 hours.

P.S I have created two different schedules one for Business hours (6AM-6PM) and one for After hours and 2 SLAs one with 4 hr duration and one with 8hr duration   but it is not working as expected. As an SLA for non Business hours is also getting attatched if an incident is raised during Business hours.

Thanks

Akshay

[kristenankeny]

From what I can see, you can't set the condition for triggering the SLA to be dynamic when applying to a date. I think you only need a single schedule that represents the "business hours". Then, what you could do is create a custom flag on the table (or base task if you feel you might need in other situations) for "Created during business hours". Create a business rule that compares the created to the schedule to determine if it's during business hours or not and set the flag accordingly. Then your two definitions would be Priority = 1 AND Created during Business Hours = true/ Priority = 1 AND Created during Business House = false.

You can use a script like this to check the schedule:

      var schedID = 'b9f03cea4f568f44bd3328928110c7f2'; //This should be the sysid of the schedule

      //Get now

      var thisNow = new GlideDateTime();//

      //Is now is the schedule

      var checkSched = new GlideSchedule(schedID);

      var inSchedule = checkSched.isInSchedule(thisNow);

inSchedule will give you true or false, which you can do to determine checking your custom flag.