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SLA Definition Two Times

arb
Tera Contributor

‎02-23-2024 07:03 AM

Have requirement to start an SLA timer attached to incident however it has 2 schedules / duration requirements.

I need in essence to have 2 durations one the first prioritized over the second.

It must first when attached to incident run based on schedule/duration of (1)  Business Days (5) then once those are exhausted it needs to triggers a final (2) 24 hours schedule/duration e 24x7.  So its as if it has 2 buckets of time (5 BD) the when that is exhausted 24 hours kick in.     

 

I tried accessing the currently attached task_sla from incident table in a new definition and was hoping when it(original 5BD) reached 99% Actual percentage time its  starts a new SLA timer ( 24 hours) but alas I cant seem to access the original in the new definition. 

 

Any suggestions would be appreciated.

 

 

 

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Ademir Amaral1
Kilo Sage

‎02-23-2024 08:32 AM

Hi @arb 

 

to implement an SLA timer with two schedules/durations, where the first is prioritized over the second, you can use a combination of SLA definitions and Business Rules...

 

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

 

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