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How to differenciate the weekends and weekdays sla's with current day?

mania
Tera Contributor

3 weeks ago

Hi,

Created two SLA's based on two different durations one for weekdays another one weekends.

Created two schedules one for weekdays another one weekends as per below screenshorts.

mania_0-1763641985596.png

SLAs and Schedules:

1st SLA:

mania_2-1763642193135.png

mania_4-1763642234928.png

mania_6-1763642255409.png

2nd SLA:

mania_7-1763642322261.png

mania_8-1763642374235.png

mania_9-1763642387524.png

Here Based on conditons i created a incident ticket but it is triggerd two SLA's.

But i want those SLA's performed based on current DAY.

For Example: Today is Thursday so i want to trigger only one weekday SLA not Weekend SLA.

We are not refering any custom fileds to create on the form so is there any way to differentiate this logic in weekdays and weekends?

Can anyone please help on this, it will be useful.

 

Thanks!

 

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JenniferRah
Mega Sage
Mega Sage

3 weeks ago

This is an interesting scenario. I don't see a way to script a condition for an SLA, so the best suggestion I would have would be to handle it in the Flow. Once the SLA is triggered, check to see if the day of the week is correct for that particular SLA. If not, cancel the SLA. 

 

That way, both SLAs would start, but one should immediately get cancelled.

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