Define a relative duration

Define relative durations to calculate duration time for SLAs based on business schedules and specific time requirements.

Before you begin

Role required: admin

About this task

Relative durations calculate time periods based on business schedules. You can customize existing relative durations or create new ones to meet specific SLA requirements.

Procedure

1. Navigate to System Scheduler > Relative Durations.

   Four base relative durations are available:

   • Two business days by 4pm
   • Three business days by 4pm
   • Next business day by 4pm
   • End of next business day

   Note:

   The business schedule you use defines business day durations. If you define no schedule, durations default to 24 x 7.
2. Select a relative duration to view or modify its configuration.
3. Customize the script variables and logic as needed for your requirements.

Example

The End of next business day relative duration shows how to configure a basic calculation. The days variable is set to one because the result should land one day in the future. You can customize the end time (currently set to 5pm) in the script.

The 2 business days by 4pm relative duration demonstrates conditional logic. The script includes an if-statement that checks whether the calculated time is after 10am. If it is, an extra day is added to the calculation. Therefore, the description reads 2 business days by 4pm if before 10am.

The end time of 17:00 is hard-coded into the relative duration script and is not related to the associated schedule. To change the end time from 5pm, modify the script directly.