Use a relative duration

When you define an SLA, you can set the Duration type to be a relative duration.

Before you begin

Role required: admin

About this task

When using relative durations, you can also use the Relative duration works on field. It calculates against the SLA record, or the task record that the SLA record is used for.

This example demonstrates how a relative duration of End of next business day works.

Procedure

1. Create an SLA that has a relative duration of End of next business day.
2. Complete the rest of the fields of this SLA with the values as shown, also setting a Timezone if you want.

   

3. To show how this Relative Duration works, create a new incident.

   The SLA starts for this incident. In the Task SLAs related list, if you look at the Business time left and Start time fields, notice that the time left is until the next business day at 5pm.

   Note:

   Pause conditions are not compatible with Relative Durations.