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<TITLE>RE: [Rtir] custom RT:SLA time?</TITLE>
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<P><FONT SIZE=2>I think there should be a way of entering business days into the system, and also have a way to put in holidays, blackout days etc. Then if the rule for the sla is to only work within business hours then you would have to do appropriate calculations. So if SLA is to have someone reply within 4 business hours and it happens late Friday afternoon, and Monday was a holiday system should be able to calculate the target date of sometime on Tuesday morning. </FONT></P>
<P><FONT SIZE=2>If sla was for low priority and say 7 business days, then you would have to take into account weekends, holidays, available business hours each day.</FONT></P>
<P><FONT SIZE=2>Higher priority tickets might have rule of respond within 4 hours period, not just business hours.</FONT>
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<P><FONT SIZE=2>Not sure what you would do if someone changes the calendar mid stream. Go back and recalculate all open tickets taking into account a new holiday day and adjust their target dates accordingly? Gets complicated.</FONT></P>
<P><FONT SIZE=2>Now, having all this information in there is great, what would also be of importance now would be to have a report that can show which tickets did not make sla, and by how much.</FONT></P>
<P><FONT SIZE=2>Dave</FONT>
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<P><FONT SIZE=2>-----Original Message-----</FONT>
<BR><FONT SIZE=2>From: Linda L. Julien [<A HREF="mailto:julien@bestpractical.com">mailto:julien@bestpractical.com</A>]</FONT>
<BR><FONT SIZE=2>Sent: Thursday, September 23, 2004 10:45 AM</FONT>
<BR><FONT SIZE=2>To: Ruediger Riediger</FONT>
<BR><FONT SIZE=2>Cc: rtir@lists.bestpractical.com</FONT>
<BR><FONT SIZE=2>Subject: Re: [Rtir] custom RT:SLA time?</FONT>
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<P><FONT SIZE=2>Ruediger Riediger wrote:</FONT>
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<P><FONT SIZE=2>> Reduced Service -> next business day, same time + 60 min</FONT>
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<P><FONT SIZE=2>I have a few questions about this one.</FONT>
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<P><FONT SIZE=2>First, do you mean "+ 60 business minutes," or "+ 60 real minutes"? I </FONT>
<BR><FONT SIZE=2>ask, because what if the same time the next day is only 2 minutes before </FONT>
<BR><FONT SIZE=2>closing time? Is the due date 58 minutes after closing time, or is it </FONT>
<BR><FONT SIZE=2>58 minutes after opening time the following day?</FONT>
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<P><FONT SIZE=2>Second, if you know that your business day is 8 hours long, would it be </FONT>
<BR><FONT SIZE=2>sufficient to say "8 business hours + 60 business minutes"?</FONT>
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<P><FONT SIZE=2>I could see that your business day may not be a consistent length of </FONT>
<BR><FONT SIZE=2>time (perhaps you close earlier or open later on some days). However, </FONT>
<BR><FONT SIZE=2>if that's the case, "next business day at the same time" might be </FONT>
<BR><FONT SIZE=2>outside of business hours. What then?</FONT>
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<P><FONT SIZE=2>Thanks,</FONT>
<BR><FONT SIZE=2>Linda</FONT>
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