Time left in the SLA - a solution (excluding the waiting time)

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Hi Everyone,

 

something that might be of interest: a solution to calculate how much time is left to solve a ticket within the SLA, taking into account the out of SLA hours, but ALSO the periods when the incident is in a "waiting" status type.

It's the equivalent to the incidents.sla_rsln_delta, but shows the values when the incident is still on-going.

It's a central value, used by our agents to know which incidents to focus on in priority.

I've found a pretty complicated solution, but that's the best I could find, and it works. Feel free to point out a simpler one that I would have missed!