SLA Schedule 24x5, but starting at 6pm on Sunday rather than 12am Monday, and ending 6pm Friday

[J McMillan]

Hello,

We have a use case for a 24x5 (mostly) weekday SLA schedule, with the qualification that it needs to start at 6pm on a Sunday (when our internal support team coverage starts) and end at 6pm on Friday.

I've tried a few different combinations of start and stop times, Repeats, etc. but not quite getting this yet. Does anyone have familiarity with a similar (and working) use case?

Thanks

[Arav · Accepted solution]

Hi,

Schedule is driven by two tables - cmn_schedule and cmn_schedule_span.

a. Define a new schedule called "24 X 5" in cmn_schedule

b. Add 3 Schedule entries (cmn_schedule_span) from the related list of the record above

c. One for Sunday (6 pm till mid night)

d. One for Mon to Thu (whole day)

e. One for Fri (12 AM till 6 pm)

Thanks,

Arav