kausalya durgale
asked on
SLA calculation
Need a macro to calculate SLA for the assigned incidents. SLA calculation based on below conditions:
Status columns: Critical,High,Medium and Low (provided SLA time based on status)
Critical = 15 min
High= 30 mins
Medium= 1440 mins
Low=1440 mins
Response SLA: to be calculated from the time incidents is assigned to our queue within business hours i.e 9AM to 5PM, anything outside business hours should be calculated from next day 9AM also excluding weekends (Sat,Sun). if There is any incident which is going to breach the SLA, can an auto generated email be sent to the assignee from assignee column stating that incident will be breached?
Resolution SLA: Critical,High,Medium and Low (provided SLA time based on status)
Critical = 2 hours
High= 4 hours
Medium= 7 working days
Low=14 working days
if columns can give a staus met SLA, or breached SLA or Breaching SLA by this day/time?
Status columns: Critical,High,Medium and Low (provided SLA time based on status)
Critical = 15 min
High= 30 mins
Medium= 1440 mins
Low=1440 mins
Response SLA: to be calculated from the time incidents is assigned to our queue within business hours i.e 9AM to 5PM, anything outside business hours should be calculated from next day 9AM also excluding weekends (Sat,Sun). if There is any incident which is going to breach the SLA, can an auto generated email be sent to the assignee from assignee column stating that incident will be breached?
Resolution SLA: Critical,High,Medium and Low (provided SLA time based on status)
Critical = 2 hours
High= 4 hours
Medium= 7 working days
Low=14 working days
if columns can give a staus met SLA, or breached SLA or Breaching SLA by this day/time?
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