SLA setup when exceeding 24 hours resolution time, and calendar added.

Hi Community,

I have set up some SLA's and all are running with a 18/7 calendar.

For low impact tickets we have 21 days to resolve.

In order for this to calculate correctly which is below hours should I use.

21 days X 24 hours = 504h

21 days X 18 hours = 378h

Thanks a lot.

Theis

1 answer

1 vote

Answer accepted

If by an 18/7 calendar you mean that there are 18 working hours in a working day, then you should choose your second option.

During non-working hours, your SLA timer is paused. So don't include your non-working hours in the calculation.

Hope this helps!

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Thanks, it surely helps.

Our calendar is 06.00-24.00 CET all 7 days of the week so I will go with my second option.

Brgds

Theis

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