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Former Member
Dec 13, 2006 at 08:15 AM

Business hours function


<p>Need help in establishing a formula that will aid in a SLA. I need to report on the success and failure of an sla. The SLA is to track the time to resolve. I have compiled that so far but need assistance filtering the detail to only count the hours of operation or business hours. For example, a incident is recorded and a time stamp applied, 12/5/2006 9:00:00 am and is resolved at 12/5/2006 11:15:00 AM. This incident had a severity of High and the resolution time for it was 4 hours. with the formula that I have today this incident was resolved within the 4 hour period and the sla was achieved. However, if I have and incident with the same priority that was recreated at 12/5/2006 4:30:00 am and resolved at 12/5/2006 10:00:00 AM that exceeded the 4 hour window and the SLA failed. Having said that Standard business hours are 5:30 am to 6:00 PM. So what I need to determine is how to apply a formula that will account for situation 2 and remove the hour (4:30 to 5:30 am) so that I can effectively reflect the true SLA status. </p><p> Standard business hours are monday - friday 5:30 am to 6:00 PM</p><p> Priority&#39;s are High 4 hour, Medium 8 hour, and Low 24 hour. </p><p>&#160;</p><p>I appreciate any detail you can provide. </p>