You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Current open time in business days & SLAs

Accepted answer
edited May 2, 2018 3:03PM in Reporting & Analytics for B2C Service 8 comments


I know this is far fetched, but was hoping someone had figured out a work around.  My business has implemented a new metric where each of our categories of work have different SLAs in business time (example: Category 1 should be solved within 3 business days, Category 2 solved within 10 business days).

I've been able to create reporting after the incident is solved, but am trying to build a tool for leadership to manage currently open incidents to view which ones are past the designated SLAs and which ones have yet to meet it.

Since using rel_date_diff within an expression is not possible, has anyone found a way to use business days within an expression with currently open incidents?  Ideally, rel_date_diff(sysdate(),incidents.created,1) used in an expression would be the answer, but with the system constraint, I haven't found a way around it.

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!