SLA Duration help

[pramn]

HI Team .

Can someone help me with SLA duration type Please?

Requirement : If case is created today before 2 PM then SLA should attach and breach today by 4.30 PM , as we have schedule define (7:am to 4.30PM CST).

2nd -if the case is created after 2 PM then it should breach tomorrow 4.30 PM CST.

For After I have written Duration type script ...

var days = 0;

// If the current time is after 14:00, add another day

if (calculator.isAfter(calculator.startDateTime, "14:00:00")) {

   days++;

}

calculator.calcRelativeDueDate(calculator.startDateTime, days, "16:30:00");  

But looks like is not working as expected .

Looking for your help to fix this .

Many thanks 

[SwarnadeepNandy]

Hello @pramn,

You can try one of the following options:

• Option 1: You can use the Duration type field to specify a fixed duration for your SLA. For example, if you want your SLA to breach in 2.5 hours, you can enter 0 02:30:00 in the Duration type field. This will calculate the due date based on the start date and time, regardless of the schedule. You can find more details about this option in this link.
• Option 2: You can use the Relative duration field to specify a relative duration for your SLA. For example, if you want your SLA to breach at 4:30 PM on the next business day, you can enter 1 16:30:00 in the Relative duration field. This will calculate the due date based on the schedule and add one business day to the start date. You can find more details about this option in this link.
• Option 3: You can use a script to calculate the due date for your SLA based on custom logic. For example, if you want your SLA to breach at 4:30 PM on the same day or the next day depending on the start time, you can use a script similar to this:

var days = 0;
// If the current time is after 14:00, add another day
if (calculator.isAfter(calculator.startDateTime, "14:00:00")) {
   days++;
}
// Calculate the due date based on the schedule and the number of days
calculator.calcRelativeDueDate(calculator.startDateTime, days, "16:30:00");​

Hope this helps.

Kind Regards,

Swarnadeep Nandy

[AndersBGS]

Hi @pramn ,

Why not utilizing the SLA schedule and by that the business duration? Based on your requirement, you have a SLA target set for 2,5 hours. By utilizing the SLA schedule, it will automatically pause on the business duration when outside your schedule.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders