How to config SLA with fixed endtime?

unknown

From our customers we're received a specific reacting timerange, based on the create-time of the ticket.

1. When the customer raised a ticket before 12am, then the issue had to be resolved on the same day (e.g. till 6pm).

2. When the customer raised a ticket after12am, then the issue had to be resolved on the next workday (e.g. till 6pm).

 

Is there a way to configure this SLA with the built-in SLA functions?

Or is there a Addon / App which could handle this?

 

 

 

Jack Brickey

so I am not sure that is a valid request based upon the following extreme scenario...

created at 11:59am are you required to solve <=60s? It would seem that the actual goal the customer is wanting is to have an issue resolved w/ the same business day unless created "after hours".

Let's say your SLA calendar is 8am-6pm M-F. If a ticket comes in at 5:30pm normally you would not have an SLA to resolve that same business day. Now if you are 24x7 that certainly could be the case so it comes down to the specifics of the agreement you have w/ the customer and what they are paying for.

In any event SLAs are configured based upon a combination of the calendar you define and the number of hours/minutes you specify in the Goal. You can't set a clock value.