SLA find out

[Anonymous]

Number	Requested Date	Severity	Resolved
179270	10/02/2015 16:00	5
179260	10/02/2015 14:38	2
179258	10/02/2015 14:17	5
179255	10/02/2015 13:49	5
179254	10/02/2015 13:45	5	10/02/2015 13:55
179241	10/02/2015 11:53	5
179235	10/02/2015 11:06	1	10/02/2015 11:08
179223	10/02/2015 09:25	3	10/02/2015 09:58
179222	10/02/2015 09:13	5
179219	10/02/2015 09:05	3	10/02/2015 09:12
179206	10/02/2015 04:37	5
179200	09/02/2015 17:01	4

From the above list I want to find those records which missed the SLA

We need to consider the below condition-

1.

Severity 1 should be resolved within 3 hours

Severity 2 should be resolved within 5 hours

Severity 3 should be resolved within 3 business days

Severity 4 should be resolved within 5 business days

Severity 5 - No SLA

2.

Business timing should start from 9AM and end - 17PM

3.

Sat sunday are off day

4.

Need to follow holiday-1st may , 25th Dec

5.

If SLA fails then records should mark in RED

6.

If resolved date is null then mark it todays date.

     Please help

[buzzy996]

The idea is,

1. If Resolved-date have some data u can consider this else u can take today-date,

2. Get Number of hours (Resolved-date-Requested-date) and exclude holiday&weekend hours

3. Compare ur SLA hours with Point number 2 hours and display which are met & not met.

[Anonymous]

Hi Shiva,

Thanks for your help.

Could you help me more?

Regards

Anutosh

[Anonymous]

Please help

[Anonymous]

Please need help on that

[Anonymous]

I am requesting everyone to help

[#7]

Hi Suman,

I am very late in responding to you and hope that this thread is alive, please find the attached qvw file. Please note that I have taken date in D/M/YYYY format and also I used gauge to show which record missed SLA instead of putting whole record in RED.

I hope it helps.

Thanks!

[Anonymous]

I think your example is right. I am modifying according to it.

In the date column it is coming number while implementing your example. Please suggest where could i change that,

[#9]

Hi,

please follow the below link.

Work minutes

regards

amay

[Anonymous]

Business timing should start from 9AM and end - 17PM I think is not working properly.