SLA Definition Sanity Check

[prestige1]

Greetings, 

I have an SLA Definition based on my company's Application Support tiering system, so a little more complex than I'd like to see, but I wanted to get the community's opinion on the following SLA Definition to ensure it's calculating correctly based on many questions we're getting, a sanity check as I mentioned.

Since this SC Task was opened on Jan 4th and assigned on Jan 16th, despite the schedule it seems we should be a lot closer to breech with

My calculations minus the holidays and weekend should be roughly 67 days, but that brings us to a breach on today exactly. I'm a little puzzled as to what our system is showing and fear a possible issue in our system.

Any thoughts are welcome!

thank you!

[Allen Andreas]

Hi,

Unfortunately, your post is a bit confusing as we're missing some of the other pieces of the puzzle, but to explain from what you have in your top screenshot. You have a few things:

1. The screenshot helps show you if that SLA was triggered today, it would breach on this day and time (so that can help with any calculations (that calculation is included in the blue info message at the top of the form)
2. You have the duration set for 2 days which is 48 total hours
3. Those 48 hours and then further spread over your schedule which is 8-5 weekdays, which is 9 hours per weekday, not including holidays which equates to about 5 days and some hours

Your second screenshot is not related to the first screenshot? As you're talking about 67 days, etc. and that wouldn't be what your screenshot on the top is configured for.

Hopefully my reply helped explain some of the configuration though?