SLA Configuration : Duration End of Next Business day

[burri]

A Response and Resolution SLA should be configured with a duration of END of Next business day .

My Schedule is 8-5 Weekdays and When a ticket is created today at any point of time, the SLA duartion should be till 5:00 PM next business day.

Cutsomer needs a SLA which breaches End of next business day, but for resolution SLA they need PAUSE conditions ( in case they are waiting for some additional customer information or something else) too.

Example : If a incident is logged @ 10:00 am on 2018-08-22, the duration should be till 5:00 pm 2018-08-23 --- i.e technically duration is 16 hours. If incase agent paused the ticket after 2 hours , then we still have 14 hours left for the incident to be solved.

If a incident is logged @ 3:00 pm on 2018-08-22, the duration should be till 5:00 pm 2018-08-23 -- i.e technically duration is 11 hours. If incase agent paused the ticket after 2 hours , then we still have 9 hours left for the incident to be solved.

[Omkar Mone]

Hi 

Please send the screenshot of the SLA how it is configured.

Thanks.

[burri]

Hi Omkar,

Initially i have used OOB realtive duration "End of next Business day", but PAUSE conditions are not compatible with realtive duration.

Also in OOB i believe we don't have any functionality that dynamically sets Duration. I need help in any kind of customization that is possible to set the Duration.

Thank you..

[Omkar Mone]

Hi 

So for ex - If a incident is logged @ 10:00 am on 2018-08-22, the duration should be till 5:00 pm 2018-08-23 --- i.e technically duration is 16 hours. If incase agent paused the ticket after 2 hours , then we still have 14 hours left for the incident to be solved. so here you want 16 hours or 14?

[burri]

Hi,

Based on your example, i need 14 hours to be configured. Basically the duration differs from incident to incident.

Thank you...