Here's a hokey idea: Set the Business Hours to be only open for 1 hour a day, and pick an hour when the center is not actually open. Next, define the SLA's as 1 hr = 1 day.
Example: Center is open from 8AM - 5PM Business Hours form has the business hours as 10PM - 11PM. A ticket with a 1 hour (1 Day) SLA comes in at 1 PM and is closed at 4 PM, the SLA is met because we never even hit the business hours. Another ticket with a 3 hour SLA comes in at 1PM on Monday. It will not expire until 11 PM on Wednesday. Maybe not the best suggestion, but it should work. -Jesse -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dan Caissie Sent: Thursday, December 14, 2006 10:59 AM To: [email protected] Subject: SLA question by day Ok I have been asked if SLAs can be setup to run by the day and not by real time. So basically if a ticket is closed during the day it's due regardless of time it could be considered met goal. AR 6.3 Helpdesk 6.0 SQL 2000 Thanks Dan Caissie Remedy Administrator / Developer United Natural Foods, Inc ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
