Relative Duration "works on"? - better help please

[mw1307]

Could someone educate me about what "Relative duration works on"   really means within the SLA definition?

I have read the 'help' info online and it is clearly constructed by a team so familiar with the product that such idiot newcomer questions don't come mind.

The explanation says.

"When defining an SLA, you can also define the record against which the relative duration should be calculated, using the Relative duration works on field to select to calculate either against the SLA record or the task record that the SLA record is used for."

'Against which the relative duration should be calculated'??? —

Does it just mean which record is in context when the Relative Duration script runs?   -

It all seems a bit odd — since "next business day by 4pm" depends on the time and not much else.

What Actually works differently as a result of the choice?

Help!

[amlanpal]

Hi mw1307,

Please check this below document. I hope these will help you understanding the 'Relative duration works on' choices:

1. Use a relative duration

2. Relative duration for SLA

I hope this helps.Please mark correct/helpful based on impact

[mw1307 · Accepted solution]

Hi Amlan,

Thanks for those.   I had looked at them before, but not spotted this line..

"You can select to use Task record or SLA record and the one you select will be available as current for the relative duration script."

that is the key feature - the 'current' variable lets me acquire the info I need for the calculation.

cheers

Mrtin

[ralphalberti]

I am also finding the explanation of Task record vs SLA record very confusing and not well explained.

If my SLA starts when the Incident (task) is created, then are the Task Record and the SLA record basically calculated from the same time?

If I want my SLA to be calculated from the start of Incident creation, does it matter whether I choose Task record or SLA record? I assume not but would love to hear any opinions.

--Ralph