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Evaluating SLA deadlines within business hours to create an alert when a case is approaching the SLA
I see the answer to the earlier Question: Setting SLA Deadlines within business hours.
I applied Erick's suggestion:
Please try the ff. field and formula in the Results tab of your saved search:
- Field - Formula (Date/Time)
- Formula - CASE WHEN TO_CHAR({createddate}, 'HH24') = 8 THEN {createddate}+8/24 WHEN TO_CHAR({createddate}, 'D') = 6 THEN {createddate}+3 WHEN TO_CHAR({createddate}, 'D') = 7 THEN {createddate}+2 ELSE {createddate} + 1 END
- Custom Label - SLA Deadline
but the SLA Deadline doe not seem correct.
Example:
Case was created over the weekend and Monday business hours begin at 8 am. This formula indicates the case SLA is 6 hours after the start of business on Monday instead of 8.
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