SLA creation for the P1 case

[RajeshS45028713]

HI Team .

Can someone help me with SLA creation for the below requirement,

P1 ticket (4 hour SLA):

Case 1:

• SLA will start from ticket created time and preferred schedule by customer is within 4 hour, and the arrival time is within 4 hour.
  Example: ticket created 10 am, preferred schedule 12 pm, engineer arrival time 1:55 pm. SLA will be met.

Case 2: 

• SLA will start from ticket created time and preferred schedule by customer is beyond 4 hour.
  Example: ticket created 10 am, preferred schedule 3 pm, engineer arrival time 2:55 pm. SLA will be met.
  In this case, if the engineer's arrival time exceeds beyond preferred schedule, SLA will not be met.

Note: The SLA will not start from preferred schedule but will be measured until it.

 
Thanks,
Rajesh

[AndersBGS]

Hi @RajeshS45028713 

So where do you experience issues? 

[RajeshS45028713]

Hi @AndersBGS 

Thanks for the reply 

in case 2 i am getting the issue how can i implement this.

Thanks
Rajesh