1 Reply Latest reply on Jul 29, 2018 9:31 AM by Ankit Bansal

    Calculating SLA for Incident Tickets

    Tamisha Arthur

      Need some help trying to create a calculated field to work out SLAs for incident tickets and if the tickets Meet or DO NOT Meet SLA.

       

      Here are my 4 Prior Codes and the SLA for resolving each.

        

      I have Calculated field for working out Time to resolve.

       

      I'm trying to figure out how to calculate

       

      1) total number of tickets in P1 which met SLA

      ) total numbers of all 4 categories (P1+P2+P3+P4) which met SLA

       

       

      any help would be appreciated..

        • 1. Re: Calculating SLA for Incident Tickets
          Ankit Bansal

          Arthur,

           

          let say workout time for each ticket is "workoutTime"(in hours)

          1)

          IF workoutTime < 4 and priority ='1-Critical' then 1 end

          2)

          IF workoutTime < 4 and priority ='1-Critical' then 1

          elseif workoutTime < 48 and priority ='2-High' then 1

          elseif workoutTime < 120 and priority ='3-Moderate' then 1

          elseif workoutTime < 240 and priority ='4-low' then 1

          end