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Lieutenant Lieutenant

How to create a Next Business Day SLA process target


I'm struggling with the following requirement:

I have an assignment group which handles incidents. There is a contract in place that requires that the incidents handled by this group need to be resolved within the Next Business Day. I want to monitor SLA achievement with a process target in Service Manager

General setup

  • Business Day Definition: Mondays - Fridays 7.00 a.m to 5.00 p.m..
  • Measurement from Work in Progress to Resolved.
  • Work in Progress is set automatically as soon the assignment to the group is done.


assignment time to group ----------->  needed expiration of SLA
23.11.2017 6:30 a.m. -----------> 24.11.2017 5.00 p.m.
23.11.2017 7:01 a.m. -----------> 24.11.2017 5.00 p.m.
23.11.2017 4:59 p.m. -----------> 24.11.2017 5.00 p.m.
23.11.2017 5:01 p.m. -----------> 25.11.2017 5.00 p.m
23.11.2017 23:00 p.m. -----------> 25.11.2017 5.00 p.m.


I played around with different settings in the process targets but couldn't achieve it on my own. The closest I got was with the following setting but its not transparent to me how End Of Day windows is factored in the calculation so it was an outcome of trial and error and not of logical conclusions.


I also tried Work Schedule based Expiration but tthe calculation is even more intransparent to me. Service Manager Online help is quite good for Service Level Management module but couldn't help me in this case

Any help would be highly appreciated.

Thanks !


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