SLAs

[germc]

Hi folks,
Im pulling my hair out over these SLAs.
We have our SLAs set up like the example below:
3 Day SLA with a schedule of 9-5
I have attached the Task SLA bar with an example of a 3 day SLA attached and it is not what we want to see at all.

The current date/time at the moment is 17/10/13 @ 19:18
Start time is 14/10/13 @ 15:02:53
Business time left is 2 days 2 hours 2 minutes (This surely cannot be correct as the 3 days have now passed)
Business elapsed time is 21 hours 57 minutes (surely this should be over the 3 days since we have passed the SLA - should be around 24 hours since the schedule is 9-5)
Has Breached is false (again since the 3 days have now passed this should be true)
Planned end time is 25/10/2013 (since the start time was 14/10 shouldnt this have been 17/10?)

I have also attached a picture of the 3 day SLA with the fields as it is set up.
Duration is set to 3 days

Is there a way to change these?
What we want is if an SLA is 3 days then it breaches after 3 days.
We want the planned end time to calculate the end time as 3 days later.
We want the time left and elapsed time to calculate correctly and the sla timer to start and pause at 9 and 5pm respectively.
I hope this all makes sense.
Thanks a million

[Pradeep Sharma]

HI Rajiv,

Please modify your SLA definition according to the attachment.

I have checked in demo and it is working fine.

NOTE:I have set this to 4 business days and please modify accordingly.

For example in the above scenario it gives planned end date as 15-APR-2014(excluding weekends)

Please let me know if you still have questions.

Thanks

Pradeep Sharma

Service now certified implementation specialist

Cognizant

[rajiv069]

Thanks Pradeep for your response, I got the logic for SLA calculation.

Thanks Again!

[Pradeep Sharma]

I am glad I can help you  

Thanks and Regards

Pradeep Sharma

Service now certified implementation specialist

Cognizant