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.

[Anil74]

Hi,

Any solution to this. I have the same requirement.

Thank you.

[Community Alums]

If some one finds this later on down the track, it does not make sense to have pause conditions in an SLA that has a relative duration.

For example, if contractually your breach point is "The end of the next business day", once you reach that moment in time, if the incident is not resolved then realistically you have breached your SLA.

For this type of SLA, "pausing" the ticket or putting it "on hold" should do nothing to the generated breach time given it is relative to the time the ticket was created and not based on the SLA attachment time.