Hello,
we need to add a new unit in SLTs - NBD (Next Business Day) for SLA purposes. For example we need to have a SLA which TTR is till the end of the next business day. For that reason we need a method to calculate the SLA hours until the end of the next business day. Has anybody played with this and if he is, please share some experience, I will be glad to see some ideas. Thanks in advance.
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Hello Thiago,
I already have Coverage Window extension. But I need a Service Level Target, which is able to compute the SLA based on the end of the next business day. If for instance I have a ticket today at 13:00, the TTR Deadline must be automatically computed to be the end of next coverage day. If today is friday, then the TTR Deadline must be at montay 18:00. If today is thursday, then the TTR Deadline should be Friday at 18:00. No matter when the case is created, the Deadline should be the end of the next coverage (or business) day. I suppose that there mus be a new function in SLA Computation which should calculcate those targets, but I am not familiar with the code.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello,
we need to add a new unit in SLTs - NBD (Next Business Day) for SLA purposes. For example we need to have a SLA which TTR is till the end of the next business day. For that reason we need a method to calculate the SLA hours until the end of the next business day. Has anybody played with this and if he is, please share some experience, I will be glad to see some ideas. Thanks in advance.
Is there anybody who have experienced such a need?
+1 on this one
So should one be able to add holidays? Or are you going for the theoretical next business day?
Yes, iTop have a extension called "SLA with Coverage Windows", try this.
https://wiki.openitop.org/doku.php?id=extensions:sla-computation_2_0_2
Last edit: Thiago Arcanjo 2015-07-14
Hello Thiago,
I already have Coverage Window extension. But I need a Service Level Target, which is able to compute the SLA based on the end of the next business day. If for instance I have a ticket today at 13:00, the TTR Deadline must be automatically computed to be the end of next coverage day. If today is friday, then the TTR Deadline must be at montay 18:00. If today is thursday, then the TTR Deadline should be Friday at 18:00. No matter when the case is created, the Deadline should be the end of the next coverage (or business) day. I suppose that there mus be a new function in SLA Computation which should calculcate those targets, but I am not familiar with the code.