I've studied the Gillspy's essay on creating real SLA http://www.itninja.com/blog/view/creating-true-sla-timers-in-the-kbox-helpdesk-part-1-what-you-really-want-from-your-data.

It can calculate the accumulated opened hour and stalled hour for a ticket. However, the real situation is that we don't need total opened hour, we need total opend hour only within business hour, that's the real SLA. e.g The ticket has been in opened status for total 10 hours(accumulated), however, only 6 hours are within business hour, other 4 hours are not within business hour, thus the SLA time for the ticket should be 6 hours rather than 10 hours.

So anyone who has experience to do that? Please share that if possible, thanks!

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We use Gillyspys code for customers to implement working time SLA's very effectively, as the total hours open or total hours stalled only increments when the clock is within the working day.

The one way in which we have then improved this is to have SLA Flag fields that go from OK to Late once the SLA target is breached. As the total open time will only update during the defined working day, the SLA flag will only be changed during the working day.

This makes SLA reporting much easier as you do it by Priority and the SLA Flag field.

We have also used this to set and measure response SLA targets in a similar way, just being cognisant that the minimum target you can set is 15 mins and that can be accurate +/- 14 mins.

We have also created custom email alerts based on the SLA flags using custom rules and switch fields so that you do not end up with constant nagging emails about SLA every 15mins!!

If you would like an example of how we have this configured please feel free to contact us and ask

Answered 06/18/2014 by: Hobbsy
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