Customer SLA not ticking when in Waiting

Content

I am looking for a way to flag incidents which are in breach of a customer’s  SLA in Oracle RightNow that excludes time that the incident has been in a certain status.

The definition of the SLA is:

• Response requirements (working hours): are 08:00-16:00
• Maximum resolution time is: 8 (working) hours.
• Time when an incident is in status “Waiting for customer” is NOT included in the SLA.

All incidents in breach of this SLA should be marked as RED in the incident list so an operator can easily detect and act upon them.

Thus:

• Day 1, 09:00: Incident arrives from customer. (Now in status Unsolved)