SLA Definition Two Times
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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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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...
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