Gizmotravis
New Member
Hi
I need a formula that works out the time from when a case was opened to when it is closed...the SLA's are as follows
High= 22:30 hours
Medium= 37:30 hours
Low=75 hours
But here is the challenge...It needs to only take into consideration Business hours
Business hours are M - F 8:30 - 17:30
Example
Priority Case Open Case Close SLA Hrs Actual Hrs SLA
High Thu 19/01/12 12:52 Tue 24/01/12 09:50 22:30 22:28 Within SLA
High Wed 02/22/12 00:29 Tue 02/28/12 00:29 22:30 34:00 Exceeds SLA
If the ticket is closed within the SLA then the result should be “Within SLA” else “Exceeding SLA”
Hope someone can help
Thxs
I need a formula that works out the time from when a case was opened to when it is closed...the SLA's are as follows
High= 22:30 hours
Medium= 37:30 hours
Low=75 hours
But here is the challenge...It needs to only take into consideration Business hours
Business hours are M - F 8:30 - 17:30
Example
Priority Case Open Case Close SLA Hrs Actual Hrs SLA
High Thu 19/01/12 12:52 Tue 24/01/12 09:50 22:30 22:28 Within SLA
High Wed 02/22/12 00:29 Tue 02/28/12 00:29 22:30 34:00 Exceeds SLA
If the ticket is closed within the SLA then the result should be “Within SLA” else “Exceeding SLA”
Hope someone can help
Thxs